- Duty Manager for the coordination of our Mobile Assist Team and their duties for Passenger Assistance.- Responsible for the Chain of Care for staff who have been assaulted, reporting concerns onward to local managers via a log system I introduced.- Operational lead for the logistics of major incidents and the communications between Control Room and Staff on site.- Control of alternate transport & arrangements in major disruption, including the coordination of Taxis and Hotels in exceptional circumstances.

• Provide live running service information to all passengers and staff using the Southeastern Rail network • Providing prompt and accurate information to customers concerning disruption, schedules & fares, ensuring all customer needs are catered for over X and Whatsapp. • Ensuring passenger information during disruption is accurate and up to date, in line with the PIDD Delivery Plan. • Collaborate with colleagues in the Control Room over any situations that may affect the running of the scheduled service, and update passengers with a detailed insight of any problems that may affect them • Carry out routine fault reporting for stations and report updates • Responsible for ensuring Passenger Assistance is fulfilled and crew are aware who requires help with their booked journey • Develop ideas and concepts to assist with the delivery of Customer Information, aligning with the company strategy of the ‘4C’s - Clear, Consistent, Correct, Concise • Company lead for the Throwback Thursday content on Southeastern Social Media channels