JOB DESCRIPTION / ROLE
Reporting to: Carpark Controller
Division / Function: Transport/Dubai Metro
Base location: Dubai, UAE
Date: May 11, 2017
Job ID: Car Park Operation
Job family: Passenger Services
Grade: 8
Serco Leadership Tier: Team Member
Key purpose
Provide excellent car park services to support the delivery of a safe, secured, reliable, world class and customer focused car park environment.
Structure and reporting relationship
Reports to Car Park Controller
Key Responsibilities
• Monitor and maintain car park operational status and to ensure the safety and comfort of customers movement within the car park premises;
• Enforce revenue protection strategy and system by-laws;
• Provide car park and park-and-ride information and respond to customer enquiries;
• Handle lost property;
• Meet and greet customers and provide a highly visible and proactive level of customer service;
• Comply fully with relevant procedures and work instructions;
• Enforce safety procedures and instructions and ensure the safety of customers and other employees of the railway;
• Provide support and assistance to customers in particular those with special accessibility needs;
• Perform shift and emergency duties when required;
• Perform and carry out other duties as instructed / directed by the Car Park Controller and Lead/Station Master.
SAE Responsibilities and Information Security 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 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
Scope and Complexity
• Semi-skilled work or work in a skilled capacity where the work is closely monitored and supervised;
• Reporting to the Car Park Controller
REQUIREMENTS
Essential technical and professional skills, knowledge and qualifications
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 customers and staff at all levels in the organization;
• Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment;
• Detail oriented and the ability to handle multiple responsibilities;
Experience
• Minimum 1 year experience as a front line staff delivering customer services, security and/or in a car park (or equivalent) environment;
• Experience and understanding of dealing with customers.
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 at all times whilst in employment
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process
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.
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