
Serco
Customer Experience Team Leader
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 29/05/2026
Job overview
Date posted
14/04/2026
Location
Abu Dhabi, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
29/05/2026
Job description
Customer Experience Team Leader role based at Abu Dhabi International Airport within a multinational organization operating across Transport, Defence & Advisory sectors, delivering Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. The role is responsible for leading and coordinating Customer Experience (CX) Team Members in a 24/7 shift-based airport operational environment, ensuring effective deployment of staff across allocated zones within Abu Dhabi Airport. The position requires execution of shift plans, break management, redeployment of staff, and ensuring full operational coverage in line with client operational requirements. The CX Team Leader reports to Senior CX Team Leaders and works closely with internal and external service partners including client operations teams and control centres. Responsibilities include ensuring all team members are trained, competent, and briefed on role requirements, conducting shift briefings and handovers, and maintaining accurate administrative records and operational reports. The role also involves coaching, mentoring, and guiding team members to ensure high performance standards, supporting performance reviews, training sessions, and ongoing development. Additional duties include liaising with security teams and soft services teams, ensuring compliance with operational standards, and contributing to continuous improvement of service delivery within airport transport and security-sensitive environments.
Required skills
Key responsibilities
- Lead and coordinate Customer Experience Team Members during shifts within Abu Dhabi International Airport operational zones ensuring full staffing coverage and compliance with shift requirements
- Execute workforce deployment plans including shift scheduling, break management, and redeployment of staff to meet operational demands in a 24/7 environment
- Support performance management processes by conducting regular performance reviews, coaching sessions, training, and development activities for team members
- Conduct shift briefings, handovers, and operational updates ensuring accurate communication of tasks, priorities, and service requirements across teams
- Liaise with client operational teams, control centres, soft services, and security teams to ensure optimal resource utilization and coordinated service delivery
- Ensure all team members are trained, briefed, and fully competent to perform assigned roles across different operational functions within the airport
- Prepare, gather, and maintain operational reports, briefings, and administrative documentation to support management and operational decision-making
- Monitor team performance, enforce service standards, and support continuous improvement of customer experience delivery in a transport and airport environment
Experience & skills
- Minimum 3 years experience in relevant industry such as Retail, Food & Beverage, Hotel, or Hospitality operations
- Minimum 1 year experience in a Team Leader or supervisory role within a relevant operational environment
- High School Diploma, General Education Degree, or equivalent professional qualification
- Knowledge of transport operations and security-related procedures within airport or similar environments
- Strong team leadership, communication, and interpersonal skills to manage diverse operational teams in shift-based environments
- Ability to manage workforce deployment, shift planning, and resource allocation in a 24/7 operational setting
- Experience working in customer-facing operational environments with focus on customer experience delivery
- Ability to work collaboratively with internal and external stakeholders including control centres, security, and service partners