The purpose of this position is to lead a team of Ticket Inspectors to provide effective revenue protection on the system and a visible deterrent to fare evasion and other offences on the system.

MAIN RESPONSIBILITIES

• Oversee, manage & lead the Ticket Inspectors and be responsible of all the activities of Revenue Protection within his/her section and provide effective revenue protection on the system and a visible deterrent to fare evasion and other offences on the system.
• Responsible of Database Maintenance: Keeping track of all the fines issued, paid and unpaid by both ticket inspectors and station staff on daily basis.

• Daily reports
• Daily Fine Database update
• Daily Revenue protection report (Cumulative fine, Violations, paid and unpaid fines)
• Weekly/Monthly Revenue protection report
• Weekly/Monthly Security report
• Weekly/Monthly Fine Analysis report
• Weekly/Monthly Ticket Inspector report
• Issue penalty fare to passengers who travel without a valid ticket or with the intent to avoid their correct rail fare and issue of penalty fares for the violations of by-laws where necessary.
• Enforce revenue protection procedures and associated by-laws.
• Enforce conditions of travel and relevant codes of practice on the system and communicate with Station Masters, Security Controller (in OCC) and, when necessary, Dubai Police Force.
• Provide quality customer service.
• Ticket Controller will do ticket inspection on train and on stations with S-Tafteesh device that can read and analyses cards and tickets and determine their validity for the respective service.
• Ticket controller will perform following activities:
• Special exercise working with the police

• Station Blocks.
• Plain clothes duties.
• Platform Blocks.
• Checking Gold Class Traveller.
• Passenger in wrong Class.
• Checking normal Class passengers.
• Other shift and emergency duties when required.
• Design ticket inspection pattern and deploy ticket inspectors accordingly.
• Provide a high-level revenue protection presence on trains and stations.
• Provide effective internal and external communications and information about security of the system and environment in an efficient and timely manner.
• Implement security measures and procedures to meet the security requirements of Dubai Metro and Tram.
• Assist Incident Investigators in gathering information and evidence whenever necessary.
• Assist and advise Revenue Protection Manager for strategies and new plans for the section.
• Assist station staff in managing passengers\' behaviour including crowd control.
• Render all possible assistance to customers, in particular those with special needs, to enhance customer service and safety.
• Perform and carry out other duties as instructed / directed by Revenue Protection Manager and the Head of Revenue Protection.

KNOWLEDGE REQUIRED

• Basic understanding of train operations and associated activities.

KEY SKILLS

• Good literacy and numeracy skills required for the role.
• Ability to understand complex systems and possess good IT skills.
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities.
• Abilities to work unsupervised, self-motivated and customer focus.
• 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

• A minimum of 3 years, preferably 4 years of work experience as a ticket controller in public transports or equivalent public transport environment.;
• At least 1 year of supervisory and management experience in leading a team of ticket inspectors to counter fare evasion and to investigate transport offences or equivalent any other public transport.

EDUCATIONNAL QUALIFCATIONS

• Ideally a degree holder in a related discipline or minimum Higher diploma of post-secondary education and/or relevant professional qualifications.

Keolis