The purpose of this position is to support passenger services department to deliver a safe, reliable, world class, customer focused metro service and to drive the train in the mainline only during recovery for emergency, degraded or other critical situation as required.

MAIN RESPONSIBILITIES:

• Monitor and maintain station operational status and to ensure the safety and comfort.
• passenger movement within the train or station premises.
• When dealing with customers, ensure that matters are handled tactfully and sensitively as appropriate and strictly follow the procedures and work instructions of the organisation.
• Smartly presented, well groomed, fit to work and fully brief prior to the start of shift.
• Provide safe, secure, reliable, convenient and comfortable metro journeys to the users of Dubai Metro railway if and when necessary or as directed by the Passenger Service Manager in collaboration with the Head of Passenger Services.
• 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.
• PIC requiring activation of a PTW / PTE and NOC is acceptable to work, in line with their work activities at the station premises. Ensuring the PTW and associated method statement, risk assessment and safety permits are applicable, within the date and access time, and relevant to the proposed work activities.
• Accountable in key management as the secondary key holder in the station and is responsible for the safekeeping and issuing of keys and IAS cards.
• Enforce procedures and work instructions and carry out duties in a way to ensure the safety of members of the public and employees of the railway.
• Operate passenger vehicles in all operating modes in the assigned area as required.
• Render all possible assistance to customers, in particular those with special accessibility needs.
• Assist in the shunting operations of trains inside the depots.
• Assist in testing during engineering hours (Dynamic, Communications and Test Cases).
• Sweeping the mainline on a train in automatic and manual mode.
• Controlling the evacuation of train in an emergency.
• Re-establishing automatic train operation following failure or activation of emergency button on train or station.
• Resetting of Emergency Equipment ( Emergency Stop Buttons and on train equipment).
• Perform shift and emergency duties when required.
• Perform and carry out other duties as instructed / directed by the Train Crew Team Leader.
• Perform revenue protection duties ( Gold section, Women & Children ).
• Participate (as require) on the train sweep/PA checks at the terminal station.
• Ensure compliance with the Keolis-MHI 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 Keolis-MHI 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 Keolis-MHI organisational HSE responsibilities.
• Ensure compliance with all training requirements of Keolis-MHI 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.

KEY SKILLS

• Holder of a valid UAE driving license with good driving skills and experience.
• Must have good eyesight and normal colour vision.
• 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 organisation.
• Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.

EXPERIENCES

• 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.

EDUCATIONNAL QUALIFCATIONS

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

Keolis