Natalie Judd

• Based in the Integrated Control, I was responsible for the day-to-day safe management and delivery of the GWR Railway service to our customers.
• I produce reports to the requirements of the Business.I Manage the of Safety, Accidents, Incidents, Environmental issues.I assist response to any SPAD or Incidents involving the train plan when on duty or available to attend.
• I am responsible for delivering effective communications to our customers, ensuring that they are updated and informed especially during times of disruption.
• During my employment with Southern Railway, I received two excellence awards, one gold and one silver. This award scheme promotes those who go the extra mile for customers and is based on nominations by other company employees.
• I would be able to safely support and guide my control and front line teams , ensuring smooth operations, strategic development, and ongoing improved performance for customers. I've become a Health and safety-conscious Specialist in real time high performing safety-critical roles on platforms and in a real-time control environment for the last 25 years on the railway.
• I direct and lead safe operations of our train service. I also investigate live safety-of-the-line incidents, ensuring that timely corrective action plans are in place to help recover the late-running services. I am also responsible if I spot an error or update from the live running rule book on our current procedures on our control manual or manage train failures.
• I have received two employment with Southern Railway, a gold and one silver award at GTR Southern Railway. I will bring them along for the interview and tell you how I got them.
• During my employment with Southern Railway, I received two excellence awards, gold and silver.
• This award scheme promotes those who go the extra mile for customers and is based on nominations by other company employees.
• Ensure compliance with ORR Passenger License regulatory requirements and Work to support colleagues in Control, stations, and onboard.
• I have experience in control/station and engineering all safety critical roles for the last 25 years on the railway.
• Managing crime, security, and safeguarding risks/incidents and safety of the line incidents with BTP based in control.
• As a leader with 25 years of experience, I have an unwavering passion for continuous improvement in engineering, operational performance.
• I would manage the real time performance of services within a multi-stakeholder control room, by leading a multi-disciplined team to achieve punctuality and customer experience targets, whilst identifying areas to minimise financial penalties or improve operational efficiencies. Where necessary, the DCM is accountable for implementing service recovery plans or emergency contingency plans within a highly time pressurised environment, directing staff across the network to ensure a cohesive operation is maintained. I would lead decision maker for the daily operation of service and strive to support GWR Rails vision to deliver a world class safe running for our customer's.
• Ensuring appropriate activity is recorded in the company's daily control log.
• I used to requires altering trains to delay reasons, alterations and cancellations and also recording and posting announcements during disruption and for engineering works at stations .
• Ensuring the company delivers a Safe, Punctual railway along with great customer experience and good value for customers.
• Performance Management (PPM) to ensure trains run to time or monitor regular occurrences to protect trains from the regular delays occurring.
• Follow Safety rules and procedures set out by Company, RSSB, ORR.
• Leading and monitoring the delivery of real-time information ensuring that it's accurate, timely and meets business and industry set standards.
• I monitor all services operated by Northern Rail using relevant IT systems, ensuring that other controllers are aware of disruption. Advise staff and other agencies of service disruption, unplanned booking office closures and other relevant information.
• I monitor the quality of real time information to our customers’ by checking the National Rail Enquiries website and other downstream systems.

• I provide real-time technical support to frontline teams for train faults and failures, working closely with our teams and our Control team's to return trains into service efficiently and safely.
• Maintaining a Control log of incidents, unit faults and failures and vehicle history using the appropriate maintenance recording processes
• Teams for train faults and failures, working closely with our teams and our Control teams to return trains into service efficiently and safely.
• Maintaining a Control log of incidents, unit faults and failures and vehicle history using the appropriate maintenance recording processes and system's
• Genius Maintainer was the interface between Fleet and Operations although at this point did not have any formal fleet training. The main part of the job involved updating the safety-critical computer system (GENIUS) which was used to track the whole of the fleet operated by South Central / Southern, actioning in real time any changes to booked train diagram working.
• The Genius Maintainer was also used to assist the Train Service Managers in defect management and fleet requirement changes, ensuring that any trains requiring unplanned maintenance could be safely returned to the depot.
• Review Altered Carriage Working Notices (ACWN), special workings and engineering notices to ensure that we are able to deploy the fleet appropriately based on the current train plan.
• Ensure depots and outstations are kept informed with regard to arrivals and departures, including any special requirements to support the delivery of the maintenance plan or the train service.
• During this role, I gained some basic contact with train crew and some familiarisation with stock.
• I got involved in real-time management of the train service, reacting to incidents on the line, to ensure a right-time railway was provided as best as possible and as quickly as possible while still bearing in mind the needs of the passengers.
• I monitor all elements of fleet maintenance, including mileage—and days-based maintenance, defect repairs, UAT, and Wheel set turning. I also make sure the maintenance plan is updated on the live plan for all depot managers.
• During my shift, I make sure all outer stations and depots are balanced with the right number of trains for the next day's service.
• I've also gained wide operating and engineering knowledge through previous positions in Control. I speak directly to the train crew to give them technical help and advice to help rectify the train fault during incidents, the key aim of this is to keep the train service moving and reduce the amount of delays per incident.
• I work closely with the train service managers to ensure stock alterations are carried out and provide the link between engineering depots.
• I also plan all the maintenance, repair, and service quality schedules for rolling stock eets and forecast work availability.
• I also maintain and action all rolling stock movements on Genius and create incoming arrivals for all depot and outer station requirement sheets to manage the fleet mileage.
• I also take action on all train environment defects, advise the depots of gra ti, toilet faults, and train interior cleanliness, and arrange for them to be corrected as soon as possible.
• I'm also responsible for on-call RSI on call fleet technical cover and matters related to a train incident investigation.
• I also would assist the Train Service Managers in defect management and fleet requirement changes to ensure any trains which required unplanned maintenance could be returned to the depot safely.
• Mileage allowances for the exam regime
• Fault finding and resolution of defects in traffic
• Allocate rolling stock on the Genius computer system.
• Liaise with Train Maintenance depots, Train Service Managers, Network Rail Control, Panel operators, and berthing locations to provide the daily train service.
• In response via telephone and the drivers helpline to directly solve the mechanical and electrical breakdown of the service fleet and ensure smooth running.
• Day-to-day management of technicians, allocating work and performance management for events as they occur.
• Post-exam checks are conducted to minimise repetitive faults and log repeat patterns so that preventative measures can be implemented.
• Manage the depot product and process audit schedule to ensure that all audits are completed by the agreed-upon deadlines each month.
• Reporting and management of defects reported during service.
• Report writing skills
• Excellent knowledge of IT systems, preferably including TRUST, Genius and Maxio.
• Excellent knowledge of operations and a background that demonstrates the ability to use rules and regulations currently in force.
• Ability to compile reports on maintenance records.
• Thorough knowledge of Depot Operating Procedures and safety requirements.
• Providing technical assistance to train drivers and onboard crew.
• Application of the Defective On Train Equipment contingency plan and other standards/safety documentation where required.
• Act as an adviser to operations control and Network Rail Control in attending failed trains and safety of the line incidents, ensuring all movements comply with the company procedures and the railway rule book.
• To provide eet planning management and support to the Service Delivery Managers of rolling Stock.
• Technicians and the Fleet Planning & Control Manager in all eet-planning activities.
• Authorising and managing unit mileage concessions
• Co-coordinating Technical
• I am riding Inspectors and fleet technicians to attend to service faults and failures.
• Overseeing maintenance work to ensure compliance with Vehicle Maintenance and Instructions requirements.
• Lead, direct, and control the maintenance control team, ensuring 24 hours a day, 7 days a week coverage and maintaining competency.
• Responsible for producing/developing a complete KPI suite for senior management visibility and control of the feet, including key customer experiences areas such as catering defects and air conditioning.
• Technical riding duties also include pre-planned exams, during which faults are recorded in real time while units are in service and downloaded information is passed to the depots before unit arrival.
• Post-exam checks are conducted to minimise repetitive faults and log repeat patterns so that preventative measures can be implemented.
• Manage fleet planning and all operational interfaces in the integrated control centre.
• Co-coordinating the deployment of technical riding inspectors and station-based technicians.
• Work to strict engineering guidelines and rail group standards, including the ROGS, the driver's Rule Book (GE/RT8000) and the subsequent TOC speci c DOTEs.
• Working closely with eight depots - Plan long term maintenance plan to ensure all fleet are maintained, servicing and cleaned in line with contractual requirements.
• Issuing of special checks, raising safety-related defects (SRDs) a, nd out of course work via Fleet On Call engineers.
• Line management, supervision and support of the railway.
• Maintenance Controllers and Technical Riding Inspectors.
• Planning all exams, servicing and cleaning requirements and going back to the appointed depot.
• I am monitoring eet status using remote diagnostic data and planning train to depot accordingly.
• Planning eet modification requirement back to depot to meet the required completion KPIs.
• Planning customer requirements such as the operator's performance improvement plan and CCTV data extraction.
• Adherence and management of the train performance regime.
• Availability of train fleet and utilisation of spare trains.
• I am capturing in service maintenance requirements and planning accordingly.
• Access and maintenance of records, including control room logs, maintenance management system, and remote train diagnostics.
• I host, daily conference calls daily fleet for the availability status.
• Undertake competency assessment in line with the customers and Southern Railway GTR requirements.
• The deputy for the Control Room Manager is responsible for the overall daily running of the meeting, including policing maintenance activities undertaken in-house and bought in maintenance depots for all rolling stock provided.
• The first response was via telephone and the driver's helpline to directly solve mechanical and electrical breakdowns of in-service meets and ensure their smooth running.
• Day-to-day management of technicians, allocating work, and performance management for events as they occur.
• Provide technical rider duties attending to and diagnosing faults in traffic.
• Technical riding duties also include pre-planned exams, during which faults are recorded in real time while units are in service and downloaded information is passed to the depots before unit arrival.
• Manage the engineering depot of 330 stations on a daily running of the railway depot, product and process audit schedule to ensure that all audits are completed to agreed deadlines each month.
• Investigate delivery incidents using balance-of-error tools to identify the root cause and implement measures to prevent recurrence.
• I am authorising and managing concessions.
• Ensuring that all work is performed safely, actively, and in accordance with the H&S at Work Act, Rules Regulations, and Railway Group Standards and Alstom Policies & Procedures.
• Produce weekly/monthly reports, including KPIs, to measure performance and plan to recover slippages.
• 1st response via telephone and the driver's helpline to directly solve mechanical and electrical breakdowns in service and ensure the smooth running of day-to-day management of technicians, allocating work and performance management for events as they occur.
• Manage the depot product and process audit schedule to ensure that all audits are completed by the agreed-upon deadlines each month.
• Reporting and management of defects reported during service.
• Issuing special checks, raising safety-related defects and out-of-course work.
• My duties meant that I was directly accountable for managing the fleet in real time during service delivery.
• Control to the operational railway, managing incidents involving fleet failures
• Allocate trains to diagrams meeting operational requirements and constraints of available stock.
• I would also assist the Train Service Managers in defect management and eet requirement changes to ensure that any trains requiring unplanned maintenance could be safely returned to the depot.
• Reschedule stock to meet scheduled and unscheduled maintenance needs
• Develop and implement plans during times of service disruption.
• Ensure the integrity of Genius and other engineering-based systems.
• Lead, direct, and control the maintenance control team, ensuring 24 hours a day, 7 days a week coverage and maintaining competency.
• Dealing/handling train failures, suicides, Ops failures (signals at danger) getting engineers to site, you will work with Network Rail.
• I am documenting the incident and unit failures on the control log.
• Responsible for daily running, which would include managing an engineering depot that had 200 staff and ensuring that the depot environment was clean and the trains were safe to run in service.
• Responsible for managing and maintaining all of the eet for GTR.
• I plan and make sure the eet arrives at a maintenance location for scheduled exam work at depots across the network.
• We are also dealing with live failures across the network to keep the train service moving safely.
• Work closely with all maintenance depots - Production of the short and long-term maintenance plan to ensure all sheets are maintained, servicing and cleaned in line with contractual requirements.
• The main part of the job involved updating the safety-critical computer system (GENIUS) that was used to track the whole of the eet operated by South Central / Southern, actioning in real time any changes to booked train diagram working.
• Providing technical assistance to train drivers and onboard crew.
• Issuing special checks, raising safety-related defects and out-of-course work.
• My duties meant that I was directly accountable for the real-time management of the eet in delivering the service from the Control to the operational railway, managing incidents involving eet failures.
• I would also assist the Train Service Managers in defect management and eet requirement changes to ensure that any trains requiring unplanned maintenance could be safely returned to the depot.
• Allocate trains to diagrams meeting operational requirements and constraints of available stock.
• Reschedule stock to meet scheduled and unscheduled maintenance needs.
• Develop and implement plans during times of service disruption.
• I would also assist the Train Service Managers in defect management and eet requirement changes to ensure that any trains requiring unplanned maintenance could be safely returned to the depot.
• Allocate trains to diagrams meeting operational requirements and constraints of available stock.
• Reschedule stock to meet scheduled and unscheduled maintenance requirements.
• Ensure the integrity of Genius and other engineering-based systems.
• Dealing/handling train failures, suicides, Ops failures (signals at danger) getting engineers to site, you will work with Network Rail.
• I am documenting the incident and unit failures on the control log.
• The role of In-Service Fleet Manager is the Safe management of trains.
• Allocate rolling stock
• Liaise with Train Maintenance depots, Train Service
• Managers, Network Rail Control, Panel operators, and berthing locations to provide the daily train service.

• This primarily a position that gathers and disseminates real-time information about the status of the railway, trains and stations which appear on the Southern web-site, this information goes out across the network via emails and SMS text messages using the Tyrell system.
• I monitor all services operated by Southern Rail using relevant IT systems, ensuring that other controllers are aware of disruption. Advise staff and other agencies of service disruption, unplanned booking office closures and other relevant information.
• I monitor the quality of real time information to our customers’ by checking the National Rail Enquiries website and other downstream systems.
• I arrange the provision of alternative transport and/or accommodation in the event of disruption to Southern Rail services and maintain an auditable record. I used to call the on call for station manager to attend a live incident.
• • I monitor the provision of preplanned rail replacement services and manage any disruption, ensuring a swift return to the planned operation. Maintain an auditable record of all services provided.
• • Provide support for “On Train and front line staff and contractors. I Liaise with other TOC’s customer service staff to ensure information and customer service is provided for all Southern Rail passengers and customers.
  • I collate and disseminate information regarding current and future engineering operations in Southern Rail. I Input entries as required into the daily events log and maintain records of On Call lists for all Southern Rail personnel and monitor response times.
• As well as the provision of information to customers, I provide support to many of my colleagues in the Control Centre as well as Conductors and station sta in matters of customer service.
• In times of disruption, I used to work directly with on-call station managers on the ground including station sta , crews, etc.
• And will arrange for buses so customers can continue their journey during unforeseen incidents.
• Buses may take up to one hour to put in place, usually due to the numbers needed.Arranged and organised rail replacement service during service disruption.
• Providing current real time customer feedback proactively within the framework of the complaints handling procedures and recording contacts with the framework requirements of the franchise obligations.
• In times of disruption I would also arrange for London underground to pass southern tickets and book taxis for passengers and train crew.
• Customer Information Manager during this time period I ensured the website is kept up to date with current train running information, and update customers all the time.
• Problem solving and investigating real time issues by liaising with Control, other internal departments and by using internal systems such as Trust and Journey Planner to ensure the accuracy of the information given.
• I would liaison with retail managers during service disruption and liaison with an external contractor to provide replacement bus services during severe service disruption
• I would ensure that service amendments and delays are relayed to sta and customers through the internal pager system.I also updated the real the live.
• Information pages of the South Central website using the computer system Tyrell.
• They also need to make manual announcements during an incident.
• The systems the CICs use feed into all the other downstream systems on station, websites and applications, so the quality of the information they supply is the foundation of the customer information in the public domain.
• I would ensure that service amendments and delays are relayed to station and customers through the internal pager system.
• Managed real time information ow to internal and external sources.
• Managed passenger recovery during incidents in control and do everything we can to reduce delays and cancellations to services, all the while, working in a high pressured environment.
• Investigating current real time contacts in a professional and consistent manner in liaison with the Control, internal and external functions.
• Oversee Station & Travel Centre activities real time Management Team and sta under their direct line reports over my area of responsibility
• Ensure Safety Plans/Procedures are in place with current Risk Assessments completed and are t for purpose and time relevant.
• Responsible for monitoring and providing train high level real time train running and station information across the Southern Railway network.
• Providing this information requires a great deal of skill, not only in nding the information but understanding how it is relevant to our customers and how best to deliver it
• The Customer Information Manager, supply the train information when trains are altered, cancelled or otherwise changed on the log.
• They create new schedules during service recovery, are responsible for setting up automated station announcements during an incident and are in contact with the stations by phone.
• The purpose of the Customer Information Manger's role is to provide accurate, real-time information to rail users, by determining the most appropriate method of communication.
• I am responsible for operating and updating the on-station information systems (screens and announcements) at many of the stations that are managed in the south east area of the network.
• The role also requires the provision of timely and up-to-date information through southern's online.
• Journey Check facility, allowing our customers to make informed decisions on how best to travel based on relevant and detailed information that is easy to understand.
• Delivering real time passenger information through the operation of information issuing systems.
• Monitoring the integrity of all CIS interfaces for train movements, alterations, formations and next train working associations provided by various feeds.
• Creating, displaying and announcing messages for our customers, internally and externally.
• Tyrell use to ensure changes to trains are updated within associated systems in a timely, concise and consistent manner.
• Operational changes to the CIS upon request of the station and signaller.
• Ensuring appropriate activity is recorded in the company's daily control log.
• I used to requires altering trains to delay reasons, alterations and cancellations and also recording and posting announcements during disruption and for engineering works at stations .
• Ensuring the company delivers a Safe, Punctual railway along with great customer experience and good value for customers.
• Performance Management to ensure trains run to time or monitor regular occurrences to protect trains from the regular delays occurring.
• Following Safety rules and procedures set out by Company, RSSB, DFT or ORR.
• Leading and monitoring the delivery of real-time information ensuring that it's accurate, timely and meets business and industry set standards.

• I dealt with all train environments defects and advise the depots of the toilet faults and the interior cleanliness of train, and I arrange for them to be rectified ed at the earliest opportunity.
• I would arrange carriage cleaning at the depots and the at stations between journeys.
• I would speak to the Control point at request an army of cleaners are ready to clean the train before its next journey.
• I would manage the day to day cleaning of trains stabled at berthing locations to ensure the right amount of trains were put through the carriage washing machines, ensure that all trains in service reported with environmental issues were dealt with as soon as possible.
• Ensure that all environment defects were logged for depot attention/removed from service.
• Clean trains are very important to us in making journeys better for customers
• All trains are cleaned overnight.
• I would ask them clean our trains every night and many go back to the depot after the busy morning peak commuter period to be cleaned again including toilets, tables and seats
• As one of Britain's busiest commuter train operators GTR, we carry hundreds of thousands of passengers a day which inevitably has an impact on the cleanliness of our trains
• Ensure that all internal and external contracts consistently deliver Train.
• Presentation Standards to Southern Railway GTR.
• Responsible for implementation of new Train Presentation Cleaning.
• Ensure that the third party contractor delivers their contracted station tanking and train presentation levels.
• Working cross-functionally with operations and stations, ensure contingency plans for service disruption are carried out as prescribed.
• Local interface with the catering logistics supplier to ensure consistent, robust delivery of cleaned trains for our customers.
• Proactively manage the resolution of issues / defects which impact the on board service operation, providing information and follow up with key stakeholders, ensuring all issues are progressed through to completion within agreed timescales.
• I manage the day to day cleaning of trains stabled at berthing locations to ensure the right amount of trains were put through the carriage washing machines, ensure that all trains in service reported with environmental issues were dealt with as soon as possible. Ensure that all environment defects were logged for depot attention/removed from service.

• I duties would include managing station and ensuring that the station environment was clean and safe for the use of the customers.
• I used to handle customer queries and complaints, providing effective, timely, and empathetic resolution.
• Safely dispatching trains from the station platform – following struct safety guidelines
• Using the customer information system to announce train arrivals and departures.
  • Keeping a record of delays, train re-platforming and other events that could affect the train running plan.
  • Handling difficult situations in a calm, customer focussed manner.
  • Conducting security checks along with health and safety checks.
• Ensure that the various Personal Safety Equipment (PPE) was in good condition and in date.
• I am responsible for the safety and management of a platform, as well as providing excellent customer service.
• I provide a safe environment whilst delivering excellent customer service and seeking opportunities to enhance the customer experience at our station.Creating a welcoming environment whilst providing pro-active assistance to our customers on and off trains is an important aspect in this role.
• My colleague will be responsible for managing the platform team in all matters regarding safety, security, and safe punctual dispatch of trains, whilst working in accordance with the rule book and operational standards. This was a safety critical role, and you will be responsible for the dispatch and marshalling of trains.
• I was effective in leading my team, of up to 60 and providing them the support and development they need to enable them to perform their roles effectively and safely when dispatching the trains safely and to depart on time.
• Through me and my team, our vision is to provide our customers with a welcoming, seamless, well-informed, consistent and relaxed travel experience. One which will encourage additional and repeat business whilst ensuring our customers consistently talk about our service positively. Key to my role, at all times, is being visible and anticipating the needs of the customer to meet their expectations. Me and my team will often be the first point of contact our customers will meet on their journey.
• I am responsible for keeping the customers informed on any changes to their route to make sure that they are receiving the best service possible. On a day to day basis I dispatch the trains safely, ensuring that all display posters are accurate and making sure all areas of the station is clean and tidy. I am also responsible for keeping the station operational and assisting customers where necessary.
• Supervised activities of workers and enforced safety regulations.
• Trained new hires and set up mentoring relationships to drive team performance.
• Improved workplace safety to reduce accidents and near-misses.
• Logged daily activities and notable incidents during production shifts.

• Safely dispatching trains from the station platform – following struct safety guidelines.

• Using the customer information system to announce train arrivals and departures.
• Keeping a record of delays, train re-platforming and other events that could affect the train running plan.
• Handling difficult situations in a calm, customer focussed manner.
• Conducting security checks along with health and safety checks.
• Providing assistance to passengers with disabilities when required.

• Providing high levels of customer service face to face - handling customer questions and queries.

Maintaining a record of delays, re-platforming and other events affecting the train plan, as required Proactively ensuring information is communicated within the station team and to other locations, as required

• Helping the disabled passengers, as required Conducting fire and security checks in line with current risk levels and maintaining a high level of security vigilance, at all times.

• Reporting accidents and incidents in accordance with the accident reporting procedures and monitoring CCTV.

• I used to handle customer queries and complaints, providing effective, timely, and empathetic resolution.

• Assisted with price changes to keep up-to-date with current promotions.
• Operated till effectively, minimising queue times for customers.
• Handled stock replenishment, ensuring shelves remained tidy and well-stocked.
• Collaborated with team members to ensure smooth store operations daily.
• Assisted in unloading deliveries, keeping backroom organisation optimal.
• Performed cash handling securely, reducing risk of thefts or financial discrepancies.
• Tidied up aisles after store closing hours for an inviting shopping atmosphere next day.
• Maintained cleanliness and hygiene standards within the retail environment for a safer shopping experience.
• Offered assistance to elderly or disabled customers whilst shopping, enhancing their shopping experience.
• Adhered strictly to health and safety regulations for an accident-free workplace environment.
• Resolved any customer complaints efficiently, promoting positive brand image.
• Enhanced customer satisfaction by providing exceptional service at the checkout.
• Trained new staff members on store procedures and policies for effective induction process.
• Provided cover during colleagues' holidays maintaining seamless service levels.
• Conducted inventory checks regularly for accurate stock management.
• Supported in-store events and sales campaigns to boost revenue growth.
• Greeted customers and offered assistance with retrieving and locating products throughout store.
• Maintained and replenished stock according to store merchandising layout, ensuring consistent product availability.
• Faced up and organised shelves in between serving customers.
• Shelved fresh produce and dry goods with accurate prices and clear product stickers.
• Built positive customer rapport through friendly interactions.
• Practised safe and secure stock handling methods, reducing product damage and loss.