Suzanne Crompton Email & Phone Number

Manchester, England, United Kingdom

Leading a team of over 60 Train Managers. This involves managing sickness levels through MFA policies and Irregular attendance procedures to enable us to run the advertised timetable for our route. To proactively manage performance, conduct and grievances through the application of the appropriate AWC policies and procedures, including carrying out investigations, hearings, performance management processes. Develop close working relationships with the HR Ops team and Strategic HR BP. Suitable conversations in the moment to ensure that a high level of productivity is always delivered. Monitoring of essential KPI data and again having conversations with those not at the required target and putting plans in place to support to that level and if not achieved formulating a performance plan for them. Liaising with LLC and councils to agree and implement rosters, flexi working agreements and resolving any depot related issues. Managing headcount and ensuring we are recruiting to what our budgeted headcount is and also supporting and training and assessing any new Train Managers or those returning from long periods of absence to deliver productivity on a faster scale. Ensure that all safety standards are met for Train Managers and On-Board teams. Carrying out due diligence checks for Train Managers, ensuring minimum levels are maintained in line with safety case guidelines. Deploy effective and regular 2-way communication to support the engagement of colleagues; review the engagement survey responses for the depot and create clear and measurable action plans to address the key themes

Preston, England, United Kingdom

Managed the punctual and efficient running of over 333 train services a day, ensuring that nearly 2000 staff were best utilised to maintain performance balanced with exceptional customer service. Managed and delegated duties to 17 Resource operations Controllers and 10 Local Resource Controller on shift within the Virgin Trains Resource Centre, in turn providing support to nearly 2000 staff at locations across the UK. Effectively managed both planned disruption and on the day disruption leading a team calmly and professionally providing in the moment support, encouragement and morale building to get the team through those challenging times. In the moment conversations with any of the team to address any behaviours and re focus attention on the job. Performance conversations with team members to those not performing to desired level and also MFA conversations to maintain high level of attendance. Having the right balance within my leadership skills to keep the team focused at all times on the task at hand but also providing some ease of the tensions felt through support encouragement and humour to enable them to deliver high levels of service recovery in challenging circumstances.

Preston, England, United Kingdom

Real time resourcing of Virgin traincrew across the West coast dealing with 9 depots for both Catering Train Managers and Drivers , especially during times of disruption, to achieve PPM. Traincrew diagram manipulation to run the Virgin train service depending on route and traction knowledge. Focus on safety and customer service. Use of multiple IT systems simultaneously such as Tyrell, Trust, CCF, Crewplan ,Genius, MS Office and Outlook. Management of on the day traincrew shortages to cover as many trains as possible to fulfill the service, working with our Control Centre and sharing information. The production of over 15 daily alteration sheets during the day/night shifts to ensure we meet with agreed terms and conditions for publication of these sheets. Conversations with traincrew to sometimes have to re iterate terms and conditions to ensure trains are not cancelled through challenging conversations. Answering calls into the resource centre to deal with enquiries from traincrew regarding annual leave, hospital appointments, release, roster queries and on the day running.

Preston, England, United Kingdom

Managed the catering teams across 9 depots to ensure they were best utilised on the day within their terms and conditions to provide world class customer service. Produce daily alteration sheets on every shift to ensure the compilation and production was in guidelines with the frontline terms and conditions through effective resourcing and utilisation of spares. Following the production of the daily alteration sheets we would then cover any uncovered turns through speaking to spare catering teams to build good relationships in order to agree movement to cover turns and also through great relationships utilising those on rest days to come into work. On the day resourcing and managing disruption and working closely with the Traincrew operations team and control to deliver service recovery in times of disruption.

Preston, England, United Kingdom

Mange a team of 15 customer service assistants to ensure they were following all franchise agreements such as impartial ticket sales, reduced queue times and meeting our advertised opening and closing times. Also ensuring all relevant data was recorded daily to meet and ensure all cash regulations policies were being met. Back office accounts to enable us to bank our money twice weekly and account for all revenue through continuity reports for booking office revenue and also onboard revenue. Manage the cash office for frontline teams to ensure they had floats and machines available for collection. Maintaining and fault reporting any machines.

Preston, England, United Kingdom

Being part of a team of 15 retail customer service assistants to provide up to date impartial ticket sales to our customers in a timely manner ensuring they had the right ticket for their needs. Being able to balance your shift at the end of the day and hand in to the team leader. Being up to date with all retail briefs to make sure you had the knowledge to provide impartial sales and also at all times following cash regulation policies. Being part of a platform link in which you were responsible for the safe and timely dispatch of trains from Preston station, and this involved a number of different stock and different TOCs but providing information to all customers irrelevant of which company they were using. Managing disruption and the quick and safe passage of trains to get customers moving. Sometimes involving co ordinating buses and organizing onward travel for customers that were unable to complete their journeys via train travel. Passenger assists helping vulnerable or disabled passengers to travel with ease whilst booking through our journeycare system.

Preston, England, United Kingdom

Being part of a platform link in which you were responsible for the safe and timely dispatch of trains from Preston station and this involved a number of different stock and different TOCs but providing information to all customers irrelevant of which company they were using. Managing disruption and the quick and safe passage of trains to get customers moving. Sometimes involving co ordinating buses and organizing onward travel for customers that were unable to complete their journeys via train travel. Passenger assists helping vulnerable or disabled passengers to travel with ease whilst booking through our journeycare system. Being part of a small shunting link which were responsible for pre planned engine changes at Preston Station and also any emergency ones required due to disruption and the overhead wires being down or diversionary routes required to be utilised.