Station Operations Lead — Safety & Customer Experience

KEOLIS limited; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

KEOLIS limited in Dubai is seeking a Station Supervisor to lead a diverse team that includes Station Agents, Customer Service Agents, Passenger Ambassadors, and Car Park staff. You will ensure a safe, reliable, world-class station environment and deliver excellent customer service.

You will oversee shift operations, manage facilities, communicate with internal and external parties, and coordinate with control rooms to maintain smooth passenger flow and safety across all station areas.

Qualifications

• Experience supervising frontline staff delivering customer service.
• Strong communication and organizational skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Lead and motivate a team of station staff to deliver a safe, reliable, world class and customer focused station services.
• Shift / duty ‘landlord’ of a station and all persons working in a station are subject to his/her authority.
• Ensuring that the station facilities are in a safe and good working order.
• Provide effective communications and information with internal and external parties in an efficient and timely manner.
• Deliver public announcements and ensure all train and station information is correct, clear and up to date.
• Responsible for the efficient and safe evacuation of station premises in the event of fire or other emergency situations.
• Monitor and maintain station operational status and ensure the safety and comfort of passenger movement within the station premise;
• Undertake a comprehensive checking itall station equipment and facilities to ensure that they are in good order andall staff are smartly presented and fully briefed prior to the start of shift.
• Control and avoid overcrowding in station and platforms and to ensure that passengers are entering/exiting the station in an orderly fashion.
• Deliver essential messages to passenger via audio or visual means in a timely and proactive manner to avoid confusion, frustration and anger.
• Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of emergency.
• Provide ticket sales, train services information and respond to passenger enquiries.
• Distribute publicity materials and handle lost property.
• Render all possible assistance to customers, in particular those with special needs, to enhance customer service and safety.
• Managing and overseeing cash collection, management and reconciliation in the station when required.
• Reporting faults and informing the Fault Controller (FC) of and any malfunction and failure of equipment.
• Reporting faults and informing Train Controller of any occurrences which may have an impact on train operation
• Prepare incident/accident reports and inform concern authorities
• Maintaining the DM001-OPE-STA-FO-00039 Station Logbook with details of all issues and incidents.
• Meet and greet customers and provide a high level of customer service.
• Conducts Performance Review for the Station Agents and Customer Service Agents within the assigned stations.
• Perform shift and emergency duties when required; andcarry out other duties as instructed / directed by the Group Station Supervisor, Passenger Services Manager, Passenger Services Manager, Assistant Passenger Services Manager.

Skills

Team supervision

Customer service

Communication

IT literacy

Organizational skills

Problem solving

Education

Degree or higher diploma

Job description

KEOLIS limited in Dubai is seeking a Station Supervisor to lead a diverse team that includes Station Agents, Customer Service Agents, Passenger Ambassadors, and Car Park staff. You will ensure a safe, reliable, world-class station environment and deliver excellent customer service.

You will oversee shift operations, manage facilities, communicate with internal and external parties, and coordinate with control rooms to maintain smooth passenger flow and safety across all station areas.