Station Agent wanted at SERCO – Dubai transport – Dubai

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Station Agent – Success Profile
Reporting to: Lead/Station Master
Division / Function: Operations
Base location: Dubai, UAE
Job ID: Operations – Service Delivery
Job family: Passenger Services
Grade: 9
Serco Leadership Tier: Team Member

Key purpose
The purpose of this position is to deliver a safe, reliable, world class and customer focused station environment.
Structure and reporting relationship
Reports to Lead/ Station Master
Based on the specific requirement of the role

Key accountabilities

Key Job Responsibilities

Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the station premises;
Carry out controlled/uncontrolled/emergency evacuation of passengers;
Control and mitigate overcrowding in station and platforms to ensure that passengers flows are managed in an orderly manner;
Deliver essential messages to passenger via audio or visual means in a timely, clear and proactive manner;
Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of an emergency situation;
Provide ticket sales, train services information and respond to passenger enquiries;
Distribute publicity materials and handle lost property;
Assist passengers with special accessibility needs;
Meet and greet customers and provide a highly visible and proactive level of customer service;
Perform shift and emergency duties when required;
Perform and carry out other duties as instructed / directed by the Station Master, Lead Stationmaster, Assistant Station Manager, Station Manager and Head of Operations;
Provide safe, reliable, convenient and comfortable metro journeys to the users of Dubai Metro railway if and when necessary or as directed by the Station Manager in collaboration with the Passenger Services Manager;
When dealing with customers of the Dubai Metro, ensure that matters are handled tactfully andsensitively as appropriate and strictly follow the guidelines, procedures and instructions of theorganisation;
Comply fully with procedures and instructions instructed as part of the certified training andinstructions;
Enforce safety procedures and instructions and carry out necessary procedures to ensure thesafety of members of the public and employees of the railway;
Render all possible assistance to customers, in particular those with special accessibility needs
HSQE 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 theIntegrated Management System requirements, (including but not limited to competence toperform safety critical roles, legal requirements, control measures arisen from environmentalimpacts and aspects, job safety analysis and information security risk assessment) and thepotential consequences of departure from the arrangements in place to deliver the commitmentsstated in the policies statements above;
To exercise their personal duty of care for their own health, safety and welfare and for thoseaffected by the acts or omissions;
Promote a good HSQE and Information Security culture among their peers, subcontractors andthird 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 threatswhether internal, external, deliberate or accidental;
Promote a good HSQE and Information Security culture among their peers, subcontractors andthird parties;
Safety Critical Competencies

Assuming the role of FMSS during serious accidents and incidents in stations when necessary.
Able to operate and carry out station safety equipment.
Essential technical and professional skills, knowledge and qualifications


Ideally a degree holder or higher diploma of post-secondary education in a related discipline;


A mature, proactive and responsible approach to work with initiative and problem solvingcapability;
Ability to liaise in a professional and persuasive manner with staff at all levels in the organization;
Good communication skills and the ability to manage multiple tasks efficiently and workproductively in a fast-paced, team-oriented environment;
Basic understanding of station operations and associated activities;
Good literacy and numeracy skills required for the role;
Strong organizational skills, detail oriented, and the ability to handle multiple priorities;


A minimum of 1 year experience as a front line staff delivering customer services in a metrostation or equivalent;
Experience and understanding of dealing with customers and conflict resolution techniques

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