Collaborative working with GWR/NR Control, Fleet Maintenance teams, stations and Network Rail Operations to deliver the best possible real-time train service performanceProactively monitor issues with the potential to affect real-time train service delivery and implement suitable plans to protect performance.Effectively communicate with local maintenance depots to understand vehicle requirements and availability.Liaison between Controllers, Stations Teams, Crew Managers and Signallers to identify and implement on-the-day changes to the local train service plan in order to meet operational and industry requirements.Assist the Control Centre and local teams in the delivery of service recovery during disruption, following agreed contingencies and proactive action on local matters of stock and crew resourcing.

Providing excellent customer service to ensure the customer receives the planned catering offer for each service• Pro-actively manage, monitor, support and enable on board colleagues to deliver excellent customer service on GWR services• Liaise with resources to ensure on board colleagues are correctly deployed on departures from our stations to enable service specification• Maintain a high visibility presence on platforms in Paddington and be available by telephone for advice to other catering crew working on our network• Ensure that all systems and equipment are working as planned on train to enable the service delivery and capture and report any issues• Support projects and initiatives within the catering and on board teams• Ensure the right product gets the right train every time working alongside our logistics provider

Collaborative working with GWR/NR Control, Fleet Maintenance teams,stations and Network Rail Operations to deliver the best possible real-time train service performanceProactively monitor issues that have the potential to impact train service delivery and implement suitable plans to protect performance.Effectively communicate with local maintenance depots to understand vehicle requirements and availability.Liaison between Controllers, Stations Teams, Crew Managers and Signallers to identify and implement on-the-day changes to the local train service plan in order to meet operational and industry requirements.Assist the Control Centre and local teams in the delivery of service recovery during disruption, following agreed contingencies and proactive action on local matters of stock and crew resourcing.Pro-active liaison with station and mobile technicians to ensure timely response to reported faults and defects and to prevent vehicles from being taken out of service unnecessarily.Building effective working relationships with local colleagues and industry stakeholders, working collaboratively to address issues impacting real-time train service delivery.

To be a highly visible point of contact for customers at all times, especially during service distruption.To set the standard for customer service amongst colleagues and champion/coach improvements locally.To challenge local practices which do not promote or are a detriment to customer service standards.To champion good communications amongst the local team to ensure consistent messaging.To support customer service related standards such as PIDD.To proactively seek out customers who require assistance at stations and provide all appropriate assistance, with specific focus on those who are considered.To answer ticket and timetable queries, ensuring accurate information is provided at all times, using various methods including traditional and IT based systems.To provide assistance to customers using self service tickets machines,including an understand of fault rectification procedures.To portray a professional, efficient and customer focused image at all times,through the highest standards of appearance, conduct and behavior.To act as ambassadors for FGW at all times.To process and paperwork for rosters,annual leave returns and briefings for local Customer Ambassadors.To support the station manager in respect of customer Ambassador function as required.Provide on call response to stations or stranded trains enhancing (not replacing) the existing customer on call response to major disruption or stranded trains

Opening and closing the centre. Making sure all the staffs are on task on a day to day basis.Assisting with setting up the equipment that is taking place on the day.Answering phones and managing bookings.Dealing with any complaints that the staff or members of the public. Managing reception staff on a day to day basis leading with customer service and regular weekly meetings chaired by myself.In charge of doing the monthly Rotas’ for receptionAssisting with Health and safety of centre including staff training, risk assessments, coshh on a daily and monthly basis. Managing on a day to day basis two full size 11 a side football pitches, 13 tennis courts, two 5 a side football pitches.Having regular 10 minute meetings with the sales staff to push sales targets.Managing one of Westminster’s biggest public parks within the leisure centre grounds with a average attendance of 300-1000 people a day.Managing contractors that visit the centre making sure they fill in all the Health and safety paperwork needed to carry out maintenance work.

Responsibilities• To ensure the Centre meets its performance targets/outcomes with a key on customer service• To assist in the building of strong teams through leadership and motivation for staff• To take responsibility for the day to day operational management:• Providing high quality care and service in a safe and friendly environment Bar Attendant/Acting Supervisor Jan 2008 – April 2008 Responsibilities• Making sure all the stock is counted on a day to day basis • Making sure the daily intake is counted at the end of the evening• Creating and amending rotas for the staff• Making sure customer service is a priority Front of House/Reception June 2005 – Jan 2008 Responsibilities• Booking tennis/spa reservations for members and non members • Answering phones and transferring calls to different departments• Listening to any complaints and reporting them to my line manager.