Customer Experience Team Leader (Saudi National) - Subject to Contract Award
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".
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Your Opportunity
We are looking for Customer Experience Team Leaders to support our Customer Service team and provide world class customer service to all customers and to assist the Operations teams and service partners in delivering operational efficiency.
Customer Experience Leaders will work as part of large and diverse teams and constantly interact with customers, internal and external service partners. A friendly nature, positive outlook and great interpersonal skills are essential to this role.
This is a subject to contract award and roles will be based in Riyadh, Dammam, Jeddah, Madina, Al Ula or Abha.
Key Accountabilities
Form a core part of the delivery team and will be responsible for Customer Experience Agents within designated work locations
Guide, coach, train, and mentor team members to build successful and high performing Customer Experience Agents and ensure that all required standards and behaviors are successfully met
Plan and execute break management and the redeployment of staff as and when required during the shift.
Support the contract team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.
Be deployed to conduct a wide variety of tasks and ensure all staff are fully competent to perform any role they are deployed to carry out
Support the contract team in preparing reports and briefings, gathering and recording required information and ensuring all required administrative tasks are accurately completed.
Conduct briefings at the start of every day and ensure shift handovers are being conducted smoothly by Customer Experience Agents
Specific Requirements
Educated to a level of High School Diploma, General Education Degree, or equivalent professional qualification.
Team leadership and management skills.
Experience in quality assurance.
Minimum of 3-5 years’ experience in customer service (i.e., Retail, Airports, F&B, Hotel, Hospitality)
Minimum of 3 years leading a small-medium sized team (8-10 staff)
Fluency in written and spoken Arabic and English is essential. Additional other language will be an advantage.
Saudi National
What’s 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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