Customer Experience Team Leader - Talent Pool

We are looking for a Customer Experience Team Leader to support us in providing world-class customer service to all passengers travelling through Dubai Airports. The team leader role plays a vital support function to the operations team in delivering the operational plan. You will be responsible for helping coordinate the activities of Frontline Customer Experience Team members across the DXB and DWC terminal campus areas. The ideal candidate should have the ability to communicate effectively, seeing those they interact with as customers and seeking to meet their needs.

Key Accountabilities

• Lead, coach, and mentor team members to build successful and high-performing teams.
• Execute the staff deployment plan for every shift ensuring all required positions are resourced in a timely and compliant manner.
• Remain in constant liaison with the team in the terminal and airport control centre to ensure the optimum utilization of resources.
• Support the terminal operations team in performance management through regular performance reviews, training sessions, and other development activities.
• Ensure all team members are fully trained and briefed on all role requirements.
• Assist in preparing reports and briefings, gathering and recording required information, and ensuring all administrative tasks are completed accurately.

Specific Requirements

• High School Diploma, General Education Degree, or equivalent professional qualification.
• Team leadership and management skills.
• Knowledge of airport operations and security is essential.
• Customer service experience.
• Industry experience in Retail, F&B, Hotel, Airport, or hospitality is essential.