Guest Experience Supervisor-Talent Pool

Guest Experience Supervisor
Impact a better future 

We are a multinational organization 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".

The role will be based in Abu Dhabi Airport.

Your Opportunity  

We are looking for Guest Experience Supervisor who will work as part of large and diverse teams and constantly interact with customers, and internal and external service partners.  The Guest experience Supervisor role is to provide world class customer service to all passengers travelling through Abu Dhabi Airport and to supervise the Operations teams and service partners in delivering operational efficiency. The role is shift based to cover a 24/7 requirement. Appropriate uniform will be provided.

The ideal candidate should be of friendly nature, positive outlook and great interpersonal skills are essential to this role. 

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 other 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 Senior Duty 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 CX Team Leaders cannot manage
• Assess at the broader pictures of their areas of control and ensure compliance as well as work with leaders to manage changes

Specific requirements

• The job holder will be educated to a level of High School Diploma, General Education Degree or equivalent professional qualification.
• The job holder will have 5 years minimum experience in a Supervisor role
• Knowledge of airport operations and security are desirable
• AOCC experience is essential
• Industry experience in Retail, F&B, hotel, hospitality is essential

 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.