Ticket Controller - Secondment (6 months)

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.

KEY 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:

1. Special exercise working with the police.
2. Plain clothes duties
3. Station Blocks
4. Platform Blocks
5. Checking Gold Class Traveller
6. Passenger in wrong Class
7. Checking normal Class passengers.
8. 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.

Min. QUALIFICATIONS

KEY SKILLS 

1. Good literacy and numeracy skills required for the role.
2. Ability to understand complex systems and possess good IT skills.
3. Strong organisational skills, detail oriented, and the ability to handle multiple priorities.
4. Abilities to work unsupervised, self-motivated and customer focus.
5. A mature, proactive and responsible approach to work with initiative and problem-solving capability.
6. Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation.
7. Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment

Experience

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

Educational and Professional Qualifications

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