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Ref. JB1783296

Station Master
Serco Middle East - Dubai Metro

Job Description:

A Station Master’s role is similar to that of a Customer Service Supervisor. Station Masters are based in the Dubai Metro Stations and lead a team of Station Agents, to deliver a safe, reliable, world class customer focused station environment. You will be responsible for monitoring and maintaining the station operation standards and ensure the safety and comfort of passenger movement within the station premises. As a station Master you will be required to work shifts. There are 3 shifts that cover 24 hour station operations, 7 days a week. Your working hours will be 48 hours per week averaged our over a roster cycle. There are 3 shifts early, late and night. You would be required to all 3 depending on your roster.


You will receive both technical and managerial skills training on the development programme which will take approximately one year for you to become fully competent in your role as a Station Master.

Your training programme will start with station familiarization, where you will be in the stations shadowing the operations teams. Then you will be required to complete the Station Agent training which will last for approximately 3-4 months before spending time working as a Station Agent. Once you are deemed fully competent as a Station Agent you will progress onto Station Master training programme before moving into the supervisory role of Station Master.

You will learn about health and safety procedures, emergency response and revenue procedures, how to respond to incidents and how to manage the station and the team.


• It is essential that you are Fluent (written, spoken and reading) in both English and Arabic.
• You must possess excellent communication skills,
• Ability to multi task efficiently and work productively in a fast-paced, team-oriented environment
• Good attention to detail
• Strong IT skills are required, including Microsoft Word and Excel.


The UAE National Station Operations Programme is aimed at Graduates or High School Leavers and Diploma holders who have relevant work experience. It is a fully comprehensive training programme that supports you to become a Station Masters.



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


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;

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.


Preferably 3 years, minimum 2 years of supervisory experience in supervising a team of front line staff delivering customer services in a metro station or equivalent;

Thorough understanding of station operations and associated activities;


Diploma and above

Company Profile

Serco improves the quality and efficiency of essential services that matter to millions of people around the world.

The work we do for national and local governments involves us in the most important areas of public service, including health, education, transport, science and defence.

Our private sector customers are industry-leading organisations in a wide variety of markets.

We have nearly 50 years' experience of helping our customers achieve their goals. Many want us to improve their productivity and service quality. Others need us to support their rapid growth. Government customers face crucial issues such as economic development, congestion, security and climate change. They value the innovation and passion we bring to these challenges, and the collaborative, flexible and imaginative way we work.

Serco is a values-led company with a culture and ethos that is at the heart of everything we do. We give our people real responsibility, allowing them to put their ideas into practice and to truly make a difference for our customers and the public. Our approach has made us one of the world's leading service companies and our vision is to be the world's greatest.

Our service ethos means that our customers come back to us again and again. These long-term relationships help us to meet their changing needs and to do what we do best...

...bringing service to life.

Job Details

  • Job Location: UAE
  • Company Industry: Transportation
  • Company Type: Employer (Private Sector)
  • Job Role: Customer Service
  • Employment Status: Part-time / Temporary
  • Monthly Salary Range: AED 11,019 - 14,692
  • Manages Others: Yes
  • Number of Vacancies: 30

Preferred Candidate

  • Career Level: Mid Career
  • Years of Experience: Min: 0 Max: 1
  • Residence Location: Dubai, United Arab Emirates
  • Nationality: United Arab Emirates
  • Degree: Diploma