Station Master – UAE National

Job description / Role

Key Job Responsibilities:

Lead a team of Station Agents and Customer Service Agents to deliver a safe, reliable, world class and customer focused station services;

Shift /duty ‘landlord’ of a station and all persons working in a station are subject to his/her authority;

Ensuring that the that the station facilities are in a safe and good working order;

Provide effective communications and information with internal and external parties in an efficient and timely manner;

Deliver public announcements and ensure all train and station information is correct, clear and up to date;

Responsible for the efficient and safe evacuation of station premises in the event of fire or other emergency situations;

Monitor and maintain station operational status and ensure the safety and comfort of passenger movement within the station premise;

Undertake a comprehensive checking to the following:

all station equipment and facilities to ensure that they are in good order;
all staff are smartly presented and fully briefed prior to the start of shift;

Control and avoid overcrowding in station and platforms and to ensure that passengers are entering/exiting the station in an orderly fashion;

Deliver essential messages to passenger via audio or visual means in a timely and proactive manner to avoid confusion, frustration and anger;

Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of emergency;

Provide ticket sales, train services information and respond to passenger enquiries;

Distribute publicity materials and handle lost property;

Render all possible assistance to customers, in particular those with special needs, to enhance customer service and safety;

Managing and overseeing cash collection, management and reconciliation in the station when required.

Reporting faults and informing the Fault Controller (FC) of and any malfunction and failure of equipment.

Reporting faults and informing Train Controller of any occurrences which may have an impact on train operation;

Prepare incident/accident reports and inform concern authorities;

Maintaining the DM001-OPE-STA-FO-00039 Station Logbook with details of all issues and incidents.

Meet and greet customers and provide a high level of customer service;

Conducts Performance Review for the Station Agents and Customer Service Agents within the assigned stations.
Un-controlled, valid only on the day printed

Perform shift and emergency duties when required;

Perform and carry out other duties as instructed / directed by the Lead Station Master, Assistant Station Manager, Station Manager, Head of Operations and Operations Director;

HSQE Responsibilities

Awareness of the Integrated Management System and the content of the Environment, Quality, Health & Safety 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 HSQE 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 HSQE and Information Security culture among their peers, subcontractors and third parties;

Able to operate and carry out station safety equipment;

Assuming the role of Incident Officer (IO) for serious accidents and incidents in stations when necessary, and undertaking investigation.
Safety Critical Competencies (where applicable)

Communicating with Controllers (Operations, Communications)

Requirements

Knowledge:

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;

Good literacy and numeracy skills required for the role;

Ability to understand complex systems and possess good IT skills;

Strong organisational skills, detail oriented, and the ability to handle multiple priorities.

Experience:

Preferably 3 years, minimum 2 years of supervisory experience in supervising a team of front line staff delivering customer services in a metro station or equivalent;

Thorough understanding of station operations and associated activities

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.