From Onboard Customer Host to Customer Service Training Manager
In 2014 I joined as a Customer Host, thinking I would only stay for a few months, but 6 months later I knew I had a career for life. In 2015 I moved to Berkshire and got a job as a Conductor in Reading, leaving the world of catering behind me, but giving me a much needed opportunity to develop myself professionally and personally, building resilience, assertiveness, ownership and accountability. It was also a chance to work on my own, and rely only on myself to solve problems and make decisions, something that I believe has led me to the committed, confident and strong willed person I am today. In Autumn 2017 I applied for and was offered the role of a Customer Service Trainer, a moment which changed everything for me. In 2018 I was given the role of Lead Trainer, as a 12-month maternity secondment. This role gave me my first dose of Line Manager experience. In late 2019 I returned to the role of a Trainer, only to be offered a Permanent position as the Customer Service Training Manager position in late 2021. In the Summer of 2022, I was given the role of Project Change Manager, leading to an exciting opportunity to leave the Learning and Development world for 9 months where I worked on Industry Reform projects, mainly in the Change Management space. In January 2023 I returned to Learning and Development, where I aim to stay and continue learning everything I can and make the most of the incredible opportunities I have been so fortunate to have been exposed to.
I lead the team of Customer Service Trainers and help set the strategy
I work alongside my lead team and manager to help guide the performance of our Training team, set the priorities and ensure engagement and motivation is high. I work hard to ensure that the Training that comes out of this department is of the highest quality, is reflective of the organisational aims and objectives, and that colleagues feel inspired, motivated and valued as they end their journey with my team.
I believe in a good balance between feeling confident, comfortable and relaxed in your work, while also being challenged, stimulated and excited. This is something that is important to me, specifically because of the role we play here in Learning and Development. We inspire colleagues to be the best version of themselves, and to do their best, so it is important that we mirror those values. I aim to create an atmosphere of high energy, vitality, professionalism, positivity and commitment.
Being part of a team of people who influence colleagues' development.
Being part a team who are passionate about encouraging people to be the best version of themselves is such a rewarding and satisfying role. I think it is so important, as it boosts confidence, morale, engagement and self worth, all of which contribute to overall business performance. It feels great knowing that you are enabling colleagues to do their jobs well, with the confidence, behaviours and skills needed to perform well.
I believe in finding the balance between professional and personal development, as both are directly linked to how people perform and feel in their working lives.
Personal development is specifically regarding a colleague/team member's personally identified and requested development. This should be something that the person would like to work on to aid their career or build on skills that will benefit that person in a way that is not necessarily linked to their role.
Professional development is specifically regarding an identified gap/opportunity that will aid their current role and responsibilities. Professional development should be the priority when it comes to time and resource, but it is encouraged that personal development is also given space in your colleague’s diary and capacity.
Network! Don't be afraid to talk to people, remember first impressions
First impressions count, and you may not always know they are happening. Particularly in our industry, you will likely rub shoulders with numerous influential people throughout your career. These moments can be opportunities to make a lasting impression, so take advantage of that. People want to work with people that are pleasant, professional and trustworthy, so make sure you showcase those behaviours regularly with your interactions. The rest of your qualities, skills and experiences, you can evidence and build on while you make more meaningful connections, but the first three are the basics that will catch peoples' eye and help make an impression.
There are plenty of opportunities to learn, but they usually require a bit of effort. If it is something you want, remember that investing in yourself with time and effort is to serve you in the long run, so why not take the opportunity? Network, speak to that person. Learn that new skill. Develop on that weakness. Don't be disheartened if you fail that one time, ask for constructive feedback, reflect and learn from it and try again.
Forging a career in 9 years that I never dreamed of.
Honestly, I am just proud of where I am and the resilience I have shown in getting here, through some rather significant challenges and changes. I am proud of the work we do, and our commitment to improving what we do and how we do it.
In 2020 I was nominated for Young Rail Professionals', Young Person of the Year. This nomination meant the world to me. I have also been award three gold awards and I was invited to attend the Step Forwards programme, a programme for women on GWR’s Talent Wheel.
To think back to the young girl in her mid-twenties, who walked into a HQ job barely being able to turn on a laptop, I am pretty proud of myself.
