About the Role
We are seeking a Customer Experience Team Leader to provide world-class customer service to all passengers traveling through Dubai Airports. This role will play a vital support function for the Dubai Airports Operations Team, assisting in the delivery of the operational plan. You will be responsible for coordinating activities of Frontline Customer Experience Team members across both DXB and DWC terminal campus areas. The role involves shift work to cover a 24/7 requirement in Dubai Airports.
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Key Accountabilities
- Form a core part of the delivery team and ensure effective team deployment within designated zones.
- Guide, coach, and mentor team members to build successful and high-performing teams while meeting all established standards and behaviors.
- Execute the staff deployment plan for each shift, ensuring that all required positions are filled in a timely and compliant manner. Maintain ongoing communication with the Dubai Airports team and the airport control center to optimize resource utilization.
- Plan and manage shifts, including break management and the redeployment of staff as needed.
- Support the Terminal operations team in performance management by conducting regular performance reviews, training sessions, and development activities.
- Ensure that all team members receive adequate training and briefing on their roles. Must ensure that staff are competent to perform any tasks required of them.
- Support operations in preparing reports and briefings, gathering and recording necessary information, and completing all required administrative tasks accurately.
Specific Requirements
- High School Diploma, General Education Degree, or equivalent professional qualification.
- Strong team leadership and management skills.
- Essential knowledge of airport operations and security procedures.
- Customer service experience is crucial.
- Industry experience in Retail, F&B, Hotel, Airport, or hospitality sectors is essential.
Join Us
We believe there is a place here for everyone, encouraging authenticity and diversity within our workplace culture. We foster an environment of equity, respect, and belonging, committed to equal employment opportunities. We are dedicated to the development and well-being of our employees, offering a rewarding and fulfilling career.
We are also committed to ensuring a safe workplace for all employees through our Zero Harm initiative.
