Nick Lione

This post is key for managing offenders in the community post sentencing or prison release through effective supervision and support to reduce the risk of re-offending.

Key responsibilities include:

• Managing a diverse caseload of offenders on community orders, suspended sentence orders, and post-custodial licence, ensuring compliance with statutory requirements and court orders.
• Conducting thorough risk assessments (OASys) and write pre-sentence reports to advise courts on sentencing, rehabilitation options, and risk management.
• Developing and implementing bespoke supervision and rehabilitation plans to address offending behaviour, including referrals to relevant support services (e.g., mental health, substance misuse, housing).
• Working closely with police, courts, prisons, and partner agencies in the MAPPA framework to manage high-risk individuals and protect the public.
• Using motivational interviewing and evidence-based interventions (e.g., Thinking Skills Programme, Domestic Abuse Perpetrator Programmes) to support desistance and promote behavioural change.

The role of a Guard at Great Western Railway is a vital front-line position responsible for the safe, punctual, and customer-focused operation of train services. Guards play a key part in ensuring passenger safety, managing train dispatch, providing clear communication during journeys, and delivering exceptional service in line with GWR’s commitment to quality and reliability. As part of one of the UK’s leading rail operators, Guards uphold the company’s values of safety, integrity, and customer excellence, contributing to the smooth running of regional and long-distance routes across the network.

• Assisted customers with travel queries for excellent service delivery.
• Kept passengers informed about travel updates, improving communication.
• Conducted routine checks on onboard equipment for optimal functionality and safety assurance.
• Facilitated smooth boarding and alighting process to enhance operational efficiency.
• Handled ticketing issues amicably, ensuring customer satisfaction.
• Checked tickets of passengers to maintain fare compliance.
• Addressed questions and resolved complaints to provide smooth riding experience.

Senior Conductors at Southern Railway ensure the safe operation of train services while delivering excellent customer service. They manage on-board safety, handle ticketing and revenue protection, and act as key representatives of the company, supporting smooth journeys and upholding Southern’s standards of reliability and care.

• Handled passenger complaints professionally, improved customer experience onboard.
• Demonstrated knowledge of all routes at all times-guaranteed precise information delivery to passengers when required.
• Maintained punctuality for smooth operations by adhering to strict rail schedules.
• Effectively communicated with control centres during emergencies; resolved critical situations smoothly.

Customer facing Manager responsible for the safety of the train and the
customers. Provided exceptional customer service and experience
especially when things went wrong to assist with service recovery.
Key responsibilities included:

• Visibility when conducting ticket checks to ensure that all customers
  have access for information and assistance.
• Ensuring the safety of the train, customers and wider railway and
  ensuring that any defects or abnormalities are reported.
• Risk mitigation and dynamic risk assessing of situations on board
  trains and at platforms.
• Aiding in service recovery to ensure that delays and disruption are
  minimised and that the service returns to normal operations as quickly and safely as possible.
• Peer Trainer: providing training, coaching and mentoring to colleagues.
• Winner of the V Good People award for Customer Experience as nominated by the customer.