Job Overview: Contact Centre Operator (Arabic Speaker)

Serco Plc, a global leader in public service delivery with 50,000 colleagues worldwide, is seeking high-caliber Arabic-Speaking Contact Centre Operators for its Abu Dhabi airport operations. In this critical frontline role, you act as the “Communication Architect,” responsible for the “Service DNA” and operational flow of one of the world’s most dynamic transport hubs. This position is designed for a “Customer Experience Specialist” who can navigate the complexities of CAFM systems, emergency dispatch, and high-volume switchboard management with “Linguistic Accuracy.” Reporting to the Helpdesk Lead, you will be the primary engine of site reliability, ensuring that facility maintenance and passenger requests scale with the “Pristine Standards” required by Serco’s national vision.

Key Information

Employer: Serco Plc
Location: Abu Dhabi International Airport (Subject to contract award)
Languages: Fluency in Arabic and English is mandatory.
Experience: Minimum 2 years in an office/keyboard-intensive environment.
Core Focus: Inbound calls, email requests, and CAFM system data entry.

Key Responsibilities

You will manage the “Service Request Lifecycle” through a rigorous procedural and quality framework:

Communication Orchestration: Attending to requests via switchboard, radio, and email (24/7 environment) to ensure “Operational DNA” remains fluid across the property.
KPI Stewardship: Answering all calls and queries within agreed Key Performance Indicators to maintain world-class service speed.
CAFM Intelligence: Recording system anomalies and faults via the Computer-Aided Facilities Management (CAFM) system for remedial and preventive maintenance.
Priority Advocacy: Assessing and prioritizing incoming calls in accordance with strict safety and operational procedures.
Stakeholder Diplomacy: Ensuring a high level of service between tenants, clients, and site management through “Professional Phone Manner.”
Closure Governance: Following up on all work requests to ensure they are completed within the designated timelines and accurately closed in the digital logging system.

Candidate Requirements

Serco seeks a “Service Authority” with a focus on administrative grit:

Linguistic Mastery: Exceptional spoken and written skills in both Arabic and English; fluency in Russian or French is a significant advantage.
Technical IQ: Proficiency in data entry and computerized logging systems; prior experience with CAFM software is highly preferred.
Operational Grit: Ability to handle high-pressure interactions and prioritize tasks efficiently in a fast-paced airport environment.
Quality IQ: A solid understanding of Quality Assurance principles and the discipline to work strictly to established procedures.
Academic Pedigree: Ideally a degree holder in Business Administration or a related discipline.
Soft Skill Mastery: Excellent phone etiquette and email handling skills to provide “World-Class” customer service.

Salary and Benefits

This role offers a prestigious “Global Public Service” rewards package in a diverse environment:

Financial Integrity: Competitive tax-free salary (Estimated AED 7,000 – AED 10,000 per month, based on 2026 Abu Dhabi airport service benchmarks).
Professional Evolution: Direct investment in employee development and well-being within a values-driven, multinational organization.
Inclusion Culture: A workplace that embraces diversity, equity, and belonging, allowing you to bring your authentic self to work.
Safety Stewardship: Work under Serco’s “Zero Harm” initiative, ensuring the safety and security of all employees.
Health & Security: Comprehensive medical insurance, visa sponsorship, and annual leave as per UAE Labor Law.

Market Context: Contact Centres in UAE 2026

In 2026, as Abu Dhabi solidifies its position as a “Global Aviation Hub,” Contact Centre Operators are the “Architects” of passenger and facility flow:

Pillar	Core Objective	Impact Level
KPI Compliance	Service Speed	Tactical
CAFM Accuracy	Asset Uptime	Institutional
Arabic Fluency	Localized Excellence	National

Unique Job Description

Position: Contact Centre Operator — Architecting the DNA of Airport Excellence

Are you a “Service Specialist” who believes that the success of a global transport hub is built on the precision of its communication and the soul of its customer experience? Serco Plc—the innovator behind some of the world’s most critical public services—is seeking an Arabic-Speaking Contact Centre Operator to join our elite team at Abu Dhabi Airport. We don’t just “answer phones”; we engineer the Communication Frameworks and Operational DNA that allow one of the world’s busiest airports to Flourish 24/7. This isn’t a role for a “general clerk”; it’s a mission for a “Helpdesk Architect”—someone who can navigate the complexities of CAFM systems and radio dispatch with “professional grit” and provide the polished leadership that a multinational public service leader demands.

In this position, you are the pilot of our customer mission. You will spend your shifts (in the heart of Abu Dhabi’s aviation gateway) architecting the work requests, fault logs, and stakeholder updates that define our reputation for excellence. Whether you are using your linguistic mastery to assist a high-priority client or utilizing your technical skills to record a critical system anomaly in the CAFM system, your “proactive mindset” and “excellence-first” attitude will be our greatest assets. You thrive in a vibrant environment where you are trusted to maintain site integrity, challenged by the rapid pulse of airport operations, and rewarded with a fulfilling, tax-free career at the “Heart of National Vision.”

We are looking for proactive operators with a passion for service excellence and an “impact-first” mindset. If you have the “resourcefulness” to lead our helpdesk toward total operational prominence and the “discipline” to uphold our gold standards, Serco offers you the premier platform to reach your potential. Join us in Abu Dhabi, and let’s engineer a more extraordinary and connected future for the world of public services together.

Serco Plc | Abu Dhabi

The Company

Serco Plc is a British multinational and a global leader in the delivery of essential public services on behalf of governments. Operating in the Middle East since 1947, Serco has become a cornerstone of the UAE’s infrastructure management. By 2026, the company has solidified its role as a “National Vision Partner,” specializing in the operation and maintenance of critical assets across Transport, Defense, Healthcare, and Citizen Services . In Abu Dhabi, Serco is recognized for managing high-profile government contracts and iconic developments, utilizing its “ExperienceLab” to integrate user-centered design into public service delivery.

Culture

The culture at Serco is defined by its four core values: “Trust, Care, Innovation, and Pride.” It is an environment built on the principle of “Impact a Better Future,” where operational excellence meets a deep commitment to people.

The “Service Excellence” Mindset: Employees are encouraged to take “Ownership” of the services that touch millions of lives, fostering a culture where doing the “right thing” is the primary performance metric.
Psychological Safety & Wellbeing: Serco promotes a “Mindful Culture,” providing “Duvet Days” and comprehensive mental health support. In 2026, the company continues to win “Global Leading Employer” awards for its focus on staff growth and a sense of belonging.
Innovation through ExperienceLab: There is a strong cultural push for “User-Centered Innovation,” where staff use data and insights to redesign services, making them more efficient and human-centric.
Championing Diversity: The culture is highly inclusive, with a 2026 focus on increasing female leadership in operational environments and supporting the Emiratisation (Nafis) program through structured mentorship.

Location

Serco’s Abu Dhabi presence is anchored in the city’s most prestigious business and regulatory district, ensuring proximity to key government stakeholders.

Management Offices (ADGM): The primary Abu Dhabi hub is located on the 7th Floor, Al Sila Tower, Abu Dhabi Global Market (ADGM) Square on Al Maryah Island.
ADGM Square Operations: Serco provides a “Total Asset Management” solution for ADGM Square itself, managing over 540,000 sqm of premium office and retail space, including the four Grade A office towers and The Galleria Mall.
Regional Synergy: While the Abu Dhabi office leads capital-based projects, it works in tandem with the Middle East Head Office located in Rolex Tower, Dubai , and the newly opened regional hub in Riyadh .

Serco 2026: Public Service Strategy Matrix

Sector	Core Specialization (2026)	Strategic Impact
Transport	Air Traffic Control & Rail O&M.	Ensuring safe, seamless movement across the UAE.
Defense	Base & Logistics Management.	Providing critical support to national security forces.
Citizen Services	Contact Centers & Digital Govt.	Enhancing the resident “Customer Experience.”
Facilities Mgmt	Predictive Maintenance (CAFM).	Protecting the value of iconic Abu Dhabi assets.

2026 Professional DNA & Standards

The “Value-Driven” Standard: Serco seeks professionals who possess “Public Service DNA” —individuals motivated by making a tangible difference in society rather than just achieving corporate KPIs.
The “Train, Transform, Transfer” Model: A unique aspect of Serco’s professional standard is its commitment to knowledge transfer. Employees are often tasked with training national talent to international standards, ensuring long-term sustainability for clients.
Graduate & Leadership Pathways: In 2026, the Serco Graduate Program offers rotational placements across Dubai, Abu Dhabi, and Riyadh, focusing on building “Future Leaders” with multi-sector operational experience.
Digital Fluency: For its 2026 workforce, Serco prioritizes “Tech-Enabled Productivity,” requiring staff to be proficient in AI-driven workforce management and paperless operational tools.

To apply for this job please visit careers.serco.com.