Serco
UAE
The Role
The purpose of this position is to deliver a safe, reliable, world class, customer focused tram service and to provide effective revenue protection on the system and a visible deterrent to fare evasion and other offences on the system. This position is a roving position and will be required to move around Dubai Tram Al Sufouh System (DTAS).
Structure and reporting relationship:
This position reports to the Operations Supervisor – Dubai Tram
Key accountabilities
• Move around the System (DTAS) dealing with queries and incidents as required;
• Provide mobile response to incidents;
• Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the tram and station premises;
• Carry out controlled/uncontrolled/emergency evacuation of passengers;
• Assist and mitigate overcrowding on platforms to ensure that passengers flows are managed in an orderly manner;
• Provide information on ticket sales, tram services information and respond to passenger enquiries;
• Distribute publicity materials and handle lost property; meet and greet customers and provide a highly visible and proactive level of customer service;
• Perform shift and emergency duties when required;
• Provide safe, reliable, convenient and comfortable tram journeys to the users of DTAS if and when necessary or as directed by the Operations Supervisor;
• When dealing with customers of the DTAS, ensure that matters are handled tactfully and sensitively as appropriate and strictly follow the guidelines, procedures and instructions of the organisation;
• Comply fully with procedures and instructions as part of the certified training and instructions;
• Enforce safety procedures and instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the tram system;
• Render all possible assistance to customers, in particular those with special accessibility needs;.
• Provide a high level revenue protection presence on trams and stations;
• Issue penalty fares to passengers who travel without a valid ticket or with the intent to avoid their correct rail fare and issue of penalty fares for the violations of by- laws where necessary;
• Enforce revenue protection procedures and associated by-laws;
• Enforce conditions of travel and relevant codes of practice on the system and communicate with Operations Supervisor, Security Controller (in OCC) and, when necessary, Dubai Police Force;
• Provide the very best in customer service and information;
• Conducted ticket inspection on trams and on stations with Portable Checking Machine (PCM) that can read and analyse cards and tickets and determine their validity for the respective service.
• Perform following activities:
• Checking Gold Class traveler
• Checking normal class passenger
• Passenger in wrong zone
• Special exercise working with Dubai Police
• Plain clothes duties
• Station Blocks
• Perform and carry out other duties as instructed / directed by the Operations Supervisor and/or senior management team from DTAS Operations department.
Requirements
• Ideally a degree holder or higher diploma of post-secondary education in a related discipline.
Skills
• A mature, proactive and responsible approach to work with initiative and problem solving capability;
• Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation;
• Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment;
• Basic understanding of tram & station operations and associated activities;
• Good literacy and numeracy skills required for the role;
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities;
• Ability to understand complex systems and possess good IT skills;
• Ability to work in an efficient and flexible manner in unsupervised circumstances.
Experience
• A minimum of 2 years’ experience as a front line staff delivering customer services in a train, station or equivalent environment;
• A minimum of 1 year as a ticket inspector in public transports or equivalent revenue recovery environment would be an advantage;
• Experience and understanding of dealing with customers and conflict resolution techniques.
Scope and Complexity
• Role will usually be multi skilled, and will be able to establish understanding of systems and processes. Perform a range of administrative tasks including problem solving associated with the work;
• Organizes own priorities to enable self and junior support staff to complete their jobs efficiently;
• Limited decision making;
• Follows broad procedures and guidelines;
• Familiarizes self with basic procedures and processes within the department.
Additional/special features of the role
• Awareness of the Integrated Management System and the content of the Safety, Assurance & Environment and Information Security Policy Statements;
• Understanding of personal responsibilities and contribution to achieving compliance with the Integrated Management System requirements, (including but not limited to competence to perform safety critical roles, legal requirements, control measures arisen from environmental impacts and aspects, job safety analysis and information security risk assessment) and the potential consequences of departure from the arrangements in place to deliver the commitments stated in the policies statements above;
• To exercise their personal duty of care for their own health, safety and welfare and for those affected by the acts or omissions;
• Promote a good SAE and Information Security culture among their peers, subcontractors and third parties;
• Lead by example and look at ways to conserve energy, water and resources and minimise the generation of waste through personal performance and raise recommendations on how to improve existing processes on this regard within/outside their departments through their Line Manager, Departmental Safety Meetings and any other appropriate available channels;
• Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental;
• Promote a good SAE and Information Security culture among their peers, subcontractors and third parties.
Safety Critical Competencies
• Assuming the role of FMSS during serious accidents and incidents at stations when necessary;
• Able to operate and carry out station safety equipment.
• Role will usually be multi skilled, and will be able to establish understanding of systems and processes. Perform a range of administrative tasks including problem solving associated with the work;
• Organizes own priorities to enable self and junior support staff to complete their jobs efficiently;
• Limited decision making;
• Follows broad procedures and guidelines;
• Familiarizes self with basic procedures and processes within the department.
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.