Employee Services Supervisor

Job description / Role

Key purpose

The purpose of this position is lead a team of 2 staff that will provide exceptional client services to ADIA, its visitors and callers. As well as act as the main point of communication between ADIA Employee Services Supervisor, in the event of an emergency to deputize in the absence of the Senior Guest Services Liaison Supervisor.

Reason for role

Serco have been mandated to provide an Employee Services function both in person located on Level 1 Lobby and via a telephone operated support service.

Structure and reporting relationship

Reporting to the Guest Services Liaison Supervisor and part of a team of 2 staff that will provide exceptional client service to ADIA, its visitors and callers.

Based on the specific requirement of the role

Key accountabilities

- Manage and lead the Employee Support Services team.
- Responsible for operating as the centralised interface for all (HR) related enquiries from our employees (customers).
- Ensure and provide flawless, upscale, professional and high class guest service experience.
- Meet and greet guests and notify employees on arrival of visitor.
- Providing exceptional service whilst assisting with common requests (delivering Tier 1 support for general enquiries) or escalating to respective function (Housing, Gov relations etc.) and escalation to Tier 2 support where more complex solution required.
- Ensure and provide flawless, upscale, professional and high-class employee service experience.
- Meet and greet employees to provide first line support for enquiries on queries and advice on where to locate the accurate information related to request.
- Provide front line customer service for all employees, visitors and contractors entering the office environment.
- Promptly, accurately, professionally and courteously direct calls/enquiries and relay messages.
- Be fully proficient in all operating systems including the telephone network system, reporting technology.
- Experience of clerical duties and office procedure.
- Actively resolve guests' complaints and support where possible on closing out all queries.
- Ensure that all Services within remit are fully operable and that the team is fully motivated, knowledgeable and delivering the requirements of their roles.
- Always conducts oneself appropriately, professionally and lead by example.
- Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental.
- Accountable for the performance of the team and that of individuals.
- Ensure that all Services within remit are fully operable and that the team is fully motivated, knowledgeable and delivering the requirements of their roles.
- If unable to resolve query of the customer, keep them informed and explain the process for how a resolution will be provided
- Responsible for daily, weekly and monthly reporting.
- Responsible for the KPI and SLA issuance to Guest Services Supervisor.
- To respond to all feedback, negative and positive and to meet with employees to understand improvements that could be made.

Requirements

Essential technical and professional skills, knowledge and qualifications

Knowledge:

- An excellent knowledge of all office systems and office management.
- Understanding of ADIA's internal processes and the ability to 'think on ones feet' to resolve issues and queries.
- Ensuring multi-channel enquiries are handled within designated service levels (e.g. phone, email, portal)
- Knowledge of Visitor Management and associated registration systems.
- Understanding of customer service requirements.
- Fluent in English and Arabic language (as required).
- People management skills.
- Excellent leadership and management qualities
- Excellent communication skills both written and oral with the ability to communicate with people from various backgrounds and standing
- Ability to liaise in a professional and persuasive manner with team, management and visitors to ADIA
- Ability to handle confidential information in strict confidence
- Ability to work with high integrity and minimum guidance from the Senior Guest Services Liaison Supervisor
- Excellent interpersonal skills, energetic and strong personality

Skills:

- Excellent leadership and management qualities
- Excellent communication skills both written and oral with the ability to communicate with people from various backgrounds and standing
- Ability to liaise in a professional and persuasive manner with team, management and visitors to ADIA
- Ability to handle confidential information in strict confidence
- Ability to work with high integrity and minimum guidance from the Transformation Manager and Guest Services Supervisor

Experience:

- At least 5 years' experience in client service/client facing related services.
- At least 5 years' experience in hospitality services from a reputable and market leading hotel or hospitality facility.

Additional / special features of the role

- Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
- Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
- To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
- Ensure compliance with all training requirements of Serco and ensure adherence to these requirements always whilst in employment
- Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.

About the Company

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.