Customer Experience Supervisor

Dubai, United Arab Emirates

Job Description

Make a difference every day
Job Opportunity
The purpose of the role is to provide world class customer service to all passengers and to supervise the Operations teams and service partners in delivering operational efficiency. The Customer Experience Supervisor will manage multiple zones and will control the flow of traffic through management and leadership of the Customer Experience Team Leaders that reside in each zone. They will escalate any potential issues to the Customer Experience Manager and continually ensure team deployment matches the requirements of passenger flow.
Key accountabilities;
Responsible for multiple zones, coordinating and ensuring that all areas are responding according to surge during a given shift. Monitoring and coordinating with other stakeholders on site to ensure that any passenger experience issues are being taken care of.
Manage escalations and come up with alternative solutions on the spot (central point of escalation).
Manage the administrative work to coordinate with the Customer Experience Manager in case of issues on site with teams, leaders or other stakeholders or operational efficiency suggestions.
Report and rectify any issues that occur with other stakeholders or operational roadblocks that Customer Experience Team Leaders cannot manage.
Assess the broader pictures of their areas of control and ensure compliance as well as work with leaders to manage changes.
Act as frontline service delivery support in case of issues with team leaders or the need for added manpower as required. Utilize their time, patrolling and providing management oversight to ensure that we are maintaining our KPI's and that internal team dynamics are managed effectively.
Team leadership. The role holder will guide, coach and mentor Customer Experience Team Leaders to build. successful and high performing teams and ensure that all required standards and behaviors are successfully met.
Manage the operations team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.
Ensure the full operational team are trained and briefed on all requirements of their role and function. Utilize training data to identify gaps and work with People Manager and Customer Experience Programme Manager to close training gaps in the team.
What we are looking for in our candidates Customer Service - See those they interact with as customer and seeks to identify and meet needs, taking swift action to resolve issues with integrity.
Solves Problems - Identifies problems within own area of remit and takes responsibility for finding a solution regardless of the causes.
Generates Ideas - Identifies innovative ideas and solutions for everyday work problems that contribute to on-going continuous improvement and add value to the customer.
Delivers Against Own Objectives - In accordance with the Serco Values, follows through and meets personal commitments in an organised and methodical manner.
Demonstrates Personal Drive - Actively works towards ambitious personal goals, demonstrates enthusiasm and energy toward all aspects of work. Shows drive to make a difference to others at work.
Gains Others' Trust - Interacts with others in a supportive way and in accordance with our Values.
Communicates Effectively - Clearly and concisely conveys information and ideas that engage others. Demonstrates Collaboration - Demonstrates proactive team working and collaboration with others, role modelling the belief that the whole of the team is greater than the sum of individual efforts. Respects Difference - Shows respect for individual differences and perspectives amongst colleagues.
Assumes Responsibility - Effectively manages their time, resources and relationships to ensure that work is completed efficiently.
Supports Colleague Development - Supports the development of colleagues through the provision of timely and constructive feedback and by willingly sharing own skills, knowledge and networks. Maintains Composure - Remains calm in uncertain or challenging situations and consistently behaves in a manner that is acceptable to others. Lives Serco values - Trust , Care, Innovation and Innovation
Essential technical and professional skills Must have high school diploma or degree in General Education discipline or equivalent professional qualification.
Should have minimum 5 years of experience in a Supervisor role.
Should possess knowledge or experience of transport operations and security. Should have industry experience from Retail, F&B, hotel, hospitality. Possess good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment. Must have strong organisational skills, detail oriented, and the ability to handle multiple priorities.
Working with Serco
At Serco, not only is the nature of the work we do important, everyone has important role to play.
https://www.serco.com/me
We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
Join Us
Customer Experience Supervisor
Make a difference every day
Job Opportunity
The purpose of the role is to provide world class customer service to all passengers and to supervise the Operations teams and service partners in delivering operational efficiency. The Customer Experience Supervisor will manage multiple zones and will control the flow of traffic through management and leadership of the Customer Experience Team Leaders that reside in each zone. They will escalate any potential issues to the Customer Experience Manager and continually ensure team deployment matches the requirements of passenger flow.
Key accountabilities;
Responsible for multiple zones, coordinating and ensuring that all areas are responding according to surge during a given shift. Monitoring and coordinating with other stakeholders on site to ensure that any passenger experience issues are being taken care of.
Manage escalations and come up with alternative solutions on the spot (central point of escalation).
Manage the administrative work to coordinate with the Customer Experience Manager in case of issues on site with teams, leaders or other stakeholders or operational efficiency suggestions.
Report and rectify any issues that occur with other stakeholders or operational roadblocks that Customer Experience Team Leaders cannot manage.
Assess the broader pictures of their areas of control and ensure compliance as well as work with leaders to manage changes.
Act as frontline service delivery support in case of issues with team leaders or the need for added manpower as required. Utilize their time, patrolling and providing management oversight to ensure that we are maintaining our KPI's and that internal team dynamics are managed effectively.
Team leadership. The role holder will guide, coach and mentor Customer Experience Team Leaders to build. successful and high performing teams and ensure that all required standards and behaviors are successfully met.
Manage the operations team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.
Ensure the full operational team are trained and briefed on all requirements of their role and function. Utilize training data to identify gaps and work with People Manager and Customer Experience Programme Manager to close training gaps in the team.
What we are looking for in our candidates
Customer Service - See those they interact with as customer and seeks to identify and meet needs, taking swift action to resolve issues with integrity.
Solves Problems - Identifies problems within own area of remit and takes responsibility for finding a solution regardless of the causes.
Generates Ideas - Identifies innovative ideas and solutions for everyday work problems that contribute to on-going continuous improvement and add value to the customer.
Delivers Against Own Objectives - In accordance with the Serco Values, follows through and meets personal commitments in an organised and methodical manner.
Demonstrates Personal Drive - Actively works towards ambitious personal goals, demonstrates enthusiasm and energy toward all aspects of work. Shows drive to make a difference to others at work.
Gains Others' Trust - Interacts with others in a supportive way and in accordance with our Values.
Communicates Effectively - Clearly and concisely conveys information and ideas that engage others.
Demonstrates Collaboration - Demonstrates proactive team working and collaboration with others, role modelling the belief that the whole of the team is greater than the sum of individual efforts.
Respects Difference - Shows respect for individual differences and perspectives amongst colleagues.
Assumes Responsibility - Effectively manages their time, resources and relationships to ensure that work is completed efficiently.
Supports Colleague Development - Supports the development of colleagues through the provision of timely and constructive feedback and by willingly sharing own skills, knowledge and networks.
Maintains Composure - Remains calm in uncertain or challenging situations and consistently behaves in a manner that is acceptable to others.
Lives Serco values - Trust, Care, Innovation and Innovation
Essential technical and professional skills
Must have high school diploma or degree in General Education discipline or equivalent professional qualification.
Should have minimum 5 years of experience in a Supervisor role.
Should possess knowledge or experience of transport operations and security.
Should have industry experience from Retail, F&B, hotel, hospitality.
Possess good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
Must have strong organisational skills, detail oriented, and the ability to handle multiple priorities.
Arabic speakig is plus.
The role is shift based to cover a 24/7 requirement (12 hours shift per day).
Working with Serco
At Serco, not only is the nature of the work we do important, everyone has important role to play.
https://www.serco.com/me
We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
Join Us
By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Take pride in what you do
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. To view all internal opportunities, log into MyHR online.

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Job Detail

  • Job Id
    JD949920
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Dubai, United Arab Emirates
  • Education
    Not mentioned