Luas Security / Ticket inspector

Job Title

Authorised Officers

Reporting to

Customer Assurance Controllers

Responsibilities

• Providing security for Luas customers, staff and assets – proactively deterring criminal activity and tackling anti-social behaviour including vandalism and fare evasion.
• Supporting Customer Assurance Officers to fulfil their duties.
• Conducting Luas ticket inspections.
• Advising customers of the Luas ticketing policy and Bye-laws.
• Issuing SFNs.
• Undertaking crowd control duties at public events or during times of disruption.
• Providing customer support and assistance.
• Handling disruptive customer behaviour through enforcing existing Bye-laws relevant to AOs.

Competencies

• Ability to follow and respect safety procedures: Following safety procedures and being compliant with them is a priority within this role.
• Customer service: Ability to deliver excellent face to face customer service to Luas customers.
• Reliability: Excellent attendance levels and punctuality are critical to this role.
• Flexibility: Being flexible within the role is important. At times the role-holder may be requested to change shifts at short notice or undertake additional duties.
• Diplomacy: Dealing with customers in stressful situations can occur, the role-holder must have the ability to deal with these events.
• Excellent communication and interpersonal skills both verbal and written: Ability to write reports and communicate directly to customers.
• Self-direction: While working as part of the larger Transdev Dublin Security and Revenue Protection Team, the role holder must also have the ability to work independently.
• Clean, tidy, professional appearance: As front-line interface with our customers, Authorised Officers must be presented in full uniform and wear an ID badge while on duty.
• Must have the ability to pass and retain First Aider qualification to  QQI Level 5.

Experience 

• Customer service: Must have a minimum of three years professional experience in face-to-face customer service or equivalent.
• Education: Minimum of Junior Certificate or equivalent level of education is required.
• Fluent in English: Good use of spoken and written English is essential.
• Must possess a current PSA License in Static Guarding.