Customer Experience Supervisor

Serco Plc

Make a difference every day

The Job Opportunity

The purpose of the role is to provide world class customer service to all passengers and to supervise the Operations teams and service partners in delivering operational efficiency. The CX Supervisor will manage multiple zones and will control the flow of traffic through management and leadership of the CX Team Leaders that reside in each zone. They will escalate any potential issues to the CX Manager and continually ensure team deployment matches the requirements of passenger flow.

CX Supervisor will supervise a large and diverse team and constantly interact with customers, and internal and external service partners. A friendly nature, positive outlook and great inter personal skills are essential

The role is shift based to cover a 24/7 requirement. Appropriate uniform will be provided.

CX Supervisor reports to CX Manager and will have line management responsibility for CX Team Leaders and CX Team Members.

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 any 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 CX 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 the broader pictures of their areas of control and ensure compliance as well as work with leaders to manage changes

What we are looking for in our candidates

Delivers Customer Service: Sees those they interact with as customers and seeks to identify and meet needs, taking swift action to resolve issues with integrity. Always alert to the customer’s point of view and demonstrates a sense of urgency

Solves Problems: Identifies problems within own area of remit and takes responsibility for finding a solution regardless of the causes

Generates Ideas: Identifies innovative ideas and solutions for everyday work problems that contribute to on-going continuous improvement and add value to the customer.

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 Transport operations and security are desirable

Industry experience in Retail, F&B, hotel, hospitality is essential

Working with Serco

At Serco, not only is the nature of the work we do important, everyone has important role to play.

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Join Us

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging

Take pride in what you do

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 for more information.

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