Adele Payne

Roles Include:

• Maintaining rigorous safety standards on the railway, working jointly with the driver to guarantee conformity.
• Ensuring safe operation of trains for customers and colleagues, by adhering to established rules and regulations
• Collaborating with the driver to guarantee train punctuality, ensuring compliance with the 'Right Time Railway' policy.
• Performing train dispatch from both staffed and unstaffed stations upon completion of station duties.
• Communicating with Control and the Delays teams, regarding incidents or train running/ delays.
• Effectively communicating with the Control team during emergencies; resolved critical situations smoothly.
• Engaging with the Customer Support team regarding exceptional circumstances, such as arranging road transport for customers following significant travel delays.
• Handling out-of-course incidents, for example, customers causing disturbances, line obstructions, fatalities.
• Notifying Control promptly when incidents occur;
  Contacting British Transport Police, the local signaller, or emergency services as required.
• Coordinating communications between involved parties during disruptions to determine train delay length and project service resumption timelines, ensuring regular customer updates.

Customer Service aspects:

• Communicating precise and succinct announcements at various times to support customers' journeys.
• Facilitating customer assistance with luggage and other needs, enhancing their overall travel experience
• Liaising with station staff on behalf of customers who need assistance.
• Delivering exceptional face to face customer service by addressing timetable and station queries; station information, journey information;
• Listening to customer complaints and offering empathetic support and effective solutions.
• Enhancing customer comfort and on board environment: regulating heating and air conditioning; inspecting toilet facilities for cleanliness and functionality.
• Revenue Duties: Inspecting and selling travel tickets on board;
  Providing guidance on cost-effective ticket options to maximise savings;
• Completing passenger counts, which provide the planning team with real-time customer numbers.

Ticket Office, Cambridge station

Roles included:

• Selling various travel tickets for national and local journeys, reserving seats, booking discounted advance tickets.
• Advising customers about affordable ticket solutions for their journey, accounting for travel restrictions, sales of discount railcards.
• Processing refunds for unused tickets or for customers who were delayed.
• Assisting customers in understanding connection times, stations, and platforms for journeys.
• Improving customer relations by managing customer complaints effectively.