Serco Group Dubai - United Arab Emirates
Jan 23, 2017Full time
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. Focussing 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. Station Agent Reporting to: Lead/Station Master Division / Function: Operations Base location: Dubai, UAE Job ID: Operations – Service Delivery Job Family: Passenger Services 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 Station Master, 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 and sensitively as appropriate and strictly follow the guidelines, procedures and instructions of the organisation; Comply fully with procedures and instructions instructed 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 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 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; 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 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 organization; Good communication skills and the ability to manage multiple tasks efficiently and work productively 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; Experience A minimum of 1 year experience as a front line staff delivering customer services in a metro station 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 Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. 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