Sr. Contact Centre & Accommodation Officer
Make a difference every day
We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".

Your Opportunity
We are looking to hire a Senior Contact Centre and Accommodation Officer to effectively execute all tasks required from the Contact Centre Services, Reception and Accommodation Services, Laundry Services, CAFM Data Management, record keeping, compilation and issuance of reports. Also, responsible for working autonomously on a shift basis when required and conducting ad-hoc administrative tasks of Soft Services department as required.

The ideal candidate should be able Provide exceptional customer service and handling the most complex client complaints and escalating if necessary.

This role will work closely with our team at the MELABS contract in Dubai.

Key Accountabilities Serco\xe2\x80\x99s point of Contact for the all customer and Serco internal requests for services and assets Ensure high level of customer service is provided to clients. Log and capture work orders in CAFM base on Contact Work Instructions and CWBD requirements Process Commonwealth and Serco staff requirements either face to face enquiries or by telephone, emails Management and supervision of Reception and Accommodation staff and daily operations of Reception and Accommodation team. Ensure 100% room booking compliance following room booking process flowchart, whilst remaining flexible to short notice request Liaison in onboarding and leaving employees from HR to the line managers Conduct monthly room inspection in accordance with HSE policy Maintain defects/issues log for the accommodation and drive completion of maintenance work.

Specific Requirements Minimum 3 years\xe2\x80\x99 experience in Call Centre environment facilities management field. Minimum 3 years\xe2\x80\x99 experience in Hospitality industry Intermediate skills with MS office tools Must be able to communicate in English (verbal, reading & writing). Courteous and respectful providing customer service excellence Excellent customer service communication skills Able to work under stringent deadlines and high-pressure environment

What\xe2\x80\x99s in it for you?
At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes: Competitive monthly pay and allowances that are commensurate with the role and industry standards Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture We care deeply about our colleagues\' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health. As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally.

Join Us
At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.

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