Assistant Station Master - UAE National

Contract Type: Permanent contract

Main Responsibilities

• Provide support to the team when dealing with customers, finding a resolution for issues that may arise and ensuring that these are handled tactfully and sensitively.
• Contribute to the planning and management of station resources to provide a safe, reliable, world class and customer focused Metro service.
• Monitor service delivery to satisfy the committed performance targets.
• Advise and lead the team to manage and solve problems relating to the passenger service delivery.
• Meet and greet customers and provide a highly visible and proactive level of customer service.
• Provide ticket sales, train services information and respond to passenger enquiries.
• Carry out controlled/uncontrolled/emergency evacuation of passengers.
• Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of an emergency situation.
• Responsible for the full readiness of stations and staff.
• Monitor station areas i.e. platform, concourse, exits through CCTV and maintain station operational status and ensure the safety and comfort of passenger movement within the station premises.
• Manage the response and follow up of incidents reported, including the approval of actions / recommendations resulting from incident or safety investigations.
• Leading the team to meet and exceed Key Performance Indicators according to the targets.
• Responsible for ensuring the on-going competence of all team members to drive the up-skilling and continuous development of staff capability.
• Lead, manage and motivate the team, including coaching departmental supervisors or team leaders.

Knowledge Required

• OCC knowledge of systems and integration of the departments.
• Awareness of the Integrated Management System and the content of the Environment,Quality, Health & Safety and Information Security Policy Statements.
• Thorough understanding of station operations, station staff management, roster arrangements, train operations, general depot working and OCC.

Key Skills

• A mature, proactive and responsible approach to work with initiative and problem solving capability.
• Good English communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities.
• Good literacy and numeracy skills required for the role.
• Holder of a valid UAE driving license with good driving skills and experience.

Experiance

• Preferably minimum of 1 year experience of driving passengers in a safe manner according to prescribed routes.
• Experience of working as a front line staff in a customer oriented and customer focused environment.
• Experience and understanding of dealing with customers and conflict resolution techniques.

Educational Qualifcation

• Must be a degree holder or high diploma of post-secondary education in a related discipline.

Job Details

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