Summary
Overview
Work history
Education
Skills
References
Accomplishments
Timeline
Generic

Christopher Ogle

Sunderland

Summary

Dedicated Customer Service Advisor with 13 years of customer service experience within dynamic, fast-paced rail environment.

Overview

14
14
years of professional experience
9
9
years of post-secondary education

Work history

Customer Service Advisor

Nexus (Tyne and Wear Metro)
01.2017 - 07.2025
  • In my role as a Customer Service Advisor the main duties to be out on the Metro System working as part of a team on stations and trains dealing with customers. The duties included issuing customer service, conducting revenue protection duties, taking part in special operations with our partners such as Northumbria, British Transport Police and other Local Authorities. These operations would range from revenue protection to safety and security operations helping to deal with crime and antisocial behaviour.
  • As part of my role as a Customer Service Advisor when needed I volunteered to cover the role of Nexus Customer Advisor (Station Manager). In this role I worked alone, except monument metro station where I worked as part of a duo due to the size and footfall of the station. My main responsibility when covering this role was managing one of the 12 main stations. As these stations are underground stations and are subject to strict fire regulations it was my responsibility to ensure that these were adhered to.
  • It was also part of my responsibility to ensure that the station was in a fit, clean and in a safe state for the public to use. To ensure this an attention to detail was necessary in spotting issues that may be hazardous to the public, staff, tenants or anyone using the station, such as infrastructure faults or damage. Faulty or broken lighting. Ensuring that there was no build up of rubbish or slip hazards. Making sure that station signage was up to date, correct and was on display correctly. Conducting regular patrols of the station to ensure that no security threats were present. This could be anything from antisocial behaviour to finding a suitcase left or a suspicious package and applying the HOT principles.
  • As part of my role it is my responsibility to initiate and assist with the evacuation of my station during the event of a fire. Upon the discovery of fire. It is my responsibility to evacuate the station using our Fire Action Plan.
  • This would be to sound the alarm, this would be done by going to the stations Fire Indicator Panel which tells you in which part of the station the fire is located.
  • Contacting our control room to inform them where the fire is located and that I have started an evacuation.
  • Meet with the fire brigade in order to communicate the require information such as location of the fire, location of the Fire Indicator Panel and how many passengers are estimated to be left and the location they are in, proceed to the fire assembly point and liaise with the fire chief when it has been dealt with.
  • After the event, communicate this back to our control room, so that we can get the station and the service back up and running. It is also important that I communicate with my manager to keep them updated on the situation when it is safe to do so.
  • In my role it is also critical that as well as fires you are able to deal with other unexpected events such as passenger accidents and illnesses. Sometimes this can occur on board a train. As well as to care for the passenger it can also cause disruption to the train service, which adds a lot of extra pressure during the event.
  • A part of my role I am responsible for the administration of lost property, this involves, logging a time, place and description of the item both in a logbook and communicating it to multiple other sources, including to get the item collected.
  • I am also responsible each shift for keeping a digital waybill, which is where I log where I have been, what I have been doing. This is also matched with any Penalty Fares issued.
  • A part of my role is also to complete Service Quality Regime reports, including a description and photograph, location of any issues as previously mentioned like faults. These reports are completed digitally.
  • Recording information such as bus replacement data during planned maintenance works or disruption. This is generally the planned timetable for the bus replacement matched against the actual running time of the bus and including data such as passenger numbers, possible reason for running late, missing buses etc.
  • As part of my role as a Customer Service Advisor, it is my responsibility to make sure that I am up to date and competent with the relevant competencies. This includes Cyber Security, (MAYBO) Conflict management, fire assessment, Customer Service, Safety Critical Communication, disability awareness courses and our Sub Surface test (Section 12) which requires you to know the location of Fire Indicator Panels, Dry Risers and fire assembly points as well as procedures on our 12 underground stations.

Customer Service Advisor/ NCA (Cover)

Deutsche Bahn Regio Tyne and Wear
01.2013 - 01.2017
  • In my role as a Customer Service Advisor the main duties to be out on the Metro System working as part of a team on stations and trains dealing with customers. The duties included issuing customer service, conducting revenue protection duties, taking part in special operations with our partners such as Northumbria, British Transport Police and other Local Authorities. These operations would range from revenue protection to safety and security operations helping to deal with crime and antisocial behaviour.
  • As part of my role as a Customer Service Advisor when needed I volunteered to cover the role of Nexus Customer Advisor (Station Manager). In this role I worked alone, except monument metro station where I worked as part of a duo due to the size and footfall of the station. My main responsibility when covering this role was managing one of the 12 main stations. As these stations are underground stations and are subject to strict fire regulations it was my responsibility to ensure that these were adhered to.
  • It was also part of my responsibility to ensure that the station was in a fit, clean and in a safe state for the public to use. To ensure this an attention to detail was necessary in spotting issues that may be hazardous to the public, staff, tenants or anyone using the station, such as infrastructure faults or damage. Faulty or broken lighting. Ensuring that there was no build up of rubbish or slip hazards. Making sure that station signage was up to date, correct and was on display correctly. Conducting regular patrols of the station to ensure that no security threats were present. This could be anything from antisocial behaviour to finding a suitcase left or a suspicious package and applying the HOT principles.
  • As part of my role it is my responsibility to initiate and assist with the evacuation of my station during the event of a fire. Upon the discovery of fire. It is my responsibility to evacuate the station using our Fire Action Plan.
  • This would be to sound the alarm, this would be done by going to the stations Fire Indicator Panel which tells you in which part of the station the fire is located.
  • Contacting our control room to inform them where the fire is located and that I have started an evacuation.
  • Meet with the fire brigade in order to communicate the require information such as location of the fire, location of the Fire Indicator Panel and how many passengers are estimated to be left and the location they are in, proceed to the fire assembly point and liaise with the fire chief when it has been dealt with.
  • After the event, communicate this back to our control room, so that we can get the station and the service back up and running. It is also important that I communicate with my manager to keep them updated on the situation when it is safe to do so.
  • In my role it is also critical that as well as fires you are able to deal with other unexpected events such as passenger accidents and illnesses. Sometimes this can occur on board a train. As well as to care for the passenger it can also cause disruption to the train service, which adds a lot of extra pressure during the event.
  • A part of my role I am responsible for the administration of lost property, this involves, logging a time, place and description of the item both in a logbook and communicating it to multiple other sources, including to get the item collected.
  • I am also responsible each shift for keeping a digital waybill, which is where I log where I have been, what I have been doing. This is also matched with any Penalty Fares issued.
  • A part of my role is also to complete Service Quality Regime reports, including a description and photograph, location of any issues as previously mentioned like faults. These reports are completed digitally.
  • Recording information such as bus replacement data during planned maintenance works or disruption. This is generally the planned timetable for the bus replacement matched against the actual running time of the bus and including data such as passenger numbers, possible reason for running late, missing buses etc.
  • As part of my role as a Customer Service Advisor, it is my responsibility to make sure that I am up to date and competent with the relevant competencies. This includes Cyber Security, (MAYBO) Conflict management, fire assessment, Customer Service, Safety Critical Communication, disability awareness courses and our Sub Surface test (Section 12) which requires you to know the location of Fire Indicator Panels, Dry Risers and fire assembly points as well as procedures on our 12 underground stations.

Safety Steward

Sunderland A.F.C
01.2012 - 01.2014
  • This involved working as part of a large team to ensure the safety of all football fans in the grounds, it also involves enforcing the ground regulations at football matches, concerts and other event that may take place. During the 8 weeks training I gained the qualification NVQ level 2 in Spectator Safety.

Education

BTEC National Diploma - ICT Level 3

City of Sunderland College; St Peter's Sixth Form College
Monkwearmouth, Sunderland
09.2010 - 01.2012

BTEC First Diploma - ICT Level 2

City of Sunderland College; St Peter's Sixth Form College
Monkwearmouth, Sunderland
09.2009 - 07.2010

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Pennywell Comprehensive School
09.2002 - 07.2009

Skills

  • Personal accountability
  • Calmness under pressure
  • Positive attitude
  • Customer experience
  • Flexibility approach to work

References

  • Stephen, Shipley, Line Manager, 07825682744, South Gosforth, NE3 1YT, Metro Control Centre
  • Nick, Mansfield, Learning and Development Specialist, 07824335865, South Shields, NE33 1TA, Nexus Learning Centre

Accomplishments

Honorary Freedom Of The Borough Of South Tyneside. For working on frontline Metro Services throughout the Covid 19 Pandemic.

Timeline

Customer Service Advisor

Nexus (Tyne and Wear Metro)
01.2017 - 07.2025

Customer Service Advisor/ NCA (Cover)

Deutsche Bahn Regio Tyne and Wear
01.2013 - 01.2017

Safety Steward

Sunderland A.F.C
01.2012 - 01.2014

BTEC National Diploma - ICT Level 3

City of Sunderland College; St Peter's Sixth Form College
09.2010 - 01.2012

BTEC First Diploma - ICT Level 2

City of Sunderland College; St Peter's Sixth Form College
09.2009 - 07.2010

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Pennywell Comprehensive School
09.2002 - 07.2009

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Christopher Ogle