Job Description

Passenger Ambassadors will provide additional support at stations affected by a special event, or service disruption. Outside of special event days, they will work with the local community to inspire residents to use the Metro and support the Customer Service Agent team as and when required.

KEY RESPONSIBILITIES

Strategic

Leads events and engagement activities that provide valuable information to customers and non-users in the wider community.

Creates strong relationships with local community groups to remove potential barriers to using public transport, and encourage greater use of the Metro, and in particular with People of Determination or new residents who are unfamiliar with the network.

Delivers excellent service to customers, including assistance for People of Determination in the station and for the duration of their journey on the network.

Assists the Station to meet the Key Performance Indicators with fault reporting.

Financial

Manages and effectively handles cash and NOL products when selling. Reports any surplus, loss, or financial discrepancies when entrusted with cash and products.

Provides ticket sales, and train services information and responds to passenger enquires.

Stakeholder / Customer

Raises awareness internally of the difficulties encountered by People of Determination and other customer groups.

Gives safety talks and presentations to primary schools in the areas close to Metro / Tram stations.

Hosts drop-in sessions at local supermarkets, community centres and other locations to offer information and advice about travelling on the network, engineering works and accessibility trips.

Operational

Supports the management of special events, helping to create a smooth flow of passengers through stations by providing crowd control support.

Supports Customer Service Agents in assisting customers during special service events (and unplanned service disruption) by providing additional information, selling tickets, and active management of crowds.

On some occasions, supplements the existing pool of Customer Service Agents.

Supports safety campaigns and information drives to improve the customer experience.

Capability / People

Organises accessibility trips, particularly for People of Determination, to build their confidence in traveling on the network and public transport.

Assists the local station leadership in carrying out controlled/uncontrolled/emergency evacuation of passengers.

Delivers essential messages to passengers via audio or visual means in a timely, clear, and proactive manner.

Maintains competency to perform the required station activities effectively.

KEY COMPETENCIES

Technical Competencies

Operational Knowledge - Excellent knowledge of the station environment. Thorough understanding of station, train operations, and associated activities.

Awareness and understanding of the relevant work instructions and procedures. Excellent understanding of the network, the services available, and network initiatives that would help to inform and communicate with customers.

Behavioural Competencies

Good local knowledge of the area, key stakeholders, and contracts. Confident and outgoing customer-focused individual who is flexible, able to think on their feet and full of initiative.

Self-motivated, Enthusiastic and energetic personality.

Ability to develop rapport to create good partnerships/contacts. Approachable, smart, and thrive in a busy and challenging metro environment.

Good communication and presentation skills.

MIN. QUALIFICATIONS

Min.

Required

Desirable

Education

1. Ideally, a person fluent in both Arabic and English.

Preferable other languages to meet the needs of the local community include Hindi, Gujarati, Malayalam, Bengali,Chinese, and Urdu.

Experience

Previous experience of working with the local community.

Experience working in an environment that required the skills to forge relationships with partnering organizations and interact effectively at all levels.

Skills / Training

Fluent in English and Arabic.

Maintains the safety-critical and customer service competencies.

Good literacy and numeracy skills.

Ability to understand complex systems and possesses good IT skills.

* Strong organizational skills, detailed-oriented and the ability to handle multiple priorities.