Assistant Station Master - UAE National

Keolis; Dubai; On-site; AED 134,000 - 201,000; Full time

Job summary

Keolis in Dubai seeks an Assistant Station Master to support the Station Master and Passenger Services in delivering a safe, reliable, customer-focused Metro service. This safety-critical role may involve driving the train on mainline segments during recovery or critical situations and requires strong leadership to maintain high service standards.

The successful candidate will lead a team, manage station resources, and ensure exemplary customer service while monitoring operations and responding

Qualifications

• Must hold a degree or higher diploma in a related discipline.
• OCC knowledge of systems and department integration.
• Awareness of the Integrated Management System and related HSE and information security policies.

Responsibilities

• Support the Station Master and Passenger Services to deliver a safe, reliable Metro service.
• Manage station resources to ensure a world-class passenger experience.
• Monitor service delivery and assist in meeting KPI targets.
• Lead the team in handling passenger service delivery and resolve issues tactfully.
• Greet passengers, provide information, and respond to enquiries.
• Assist with ticket sales and operational railway information.
• Participate in passenger evacuations during emergencies.
• Oversee fare gate operations and passenger flow during incidents.
• Ensure station readiness and staff readiness at all times.
• Monitor areas via CCTV to maintain safe passenger movement.
• Coordinate incident follow-up and action recommendations from safety investigations.
• Lead, coach, and motivate supervisors and team members.

Skills

Customer service

Communication

Multitasking

Organisational skills

Literacy and numeracy

UAE driving license

Education

Bachelor’s degree or higher Diploma

Job description

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The purpose of this position is to support the Station Master and Passenger Services Department to deliver a safe, reliable, world class, and customer focused train service. As a safety critical role within the organisation, the Assistant Station Master will be required to drive the train in the mainline only during recovery for emergency, degraded or other critical situation as required.

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.