TOGETHER
NATIONAL CUSTOMER SERVICE WEEK
This week we’ve been celebrating National Customer Service Week, recognising the amazing work our Customer Service colleagues do on a daily basis!
Here’s some of the highlights from the week:
• On Monday we launched our new goodwill app ‘Charm’ that gives colleagues the opportunity to surprise and delight customers on trains and at stations. Colleagues can give away vouchers to over 100 popular retailers to customers that may be affected by disruption or celebrating a birthday, for example. The app can be downloaded now on the Google Play Store
• On Tuesday it was ‘Service with Respect’ day and we focussed on Body Worn Cameras. We have 450 cameras available for frontline colleagues that can record evidence and also be a useful deterrent. You can also watch our video with Kathryn O’Brien here
• Wednesday had us highlighting some of the incredible Customer Service colleagues we have. Colleagues from across the network kindly took the time to tell us a bit about themselves and what they do every day
You can find more information on the Loop, in the Customer Experience Hub, and we have plenty more exciting activities happening throughout the rest of the week.
Last week’s overall performance was better than the previous week, however, still below target. We have seen an improvement in both T3 and T15 performance and fewer cancellations.
We experienced weather related delays and cancellations during storm Agnes, primarily on the West Coast Mainline. We have also experienced a number of track and signalling problems on all services.
DO COLLEAGUES ‘KNOW THEIR NUMBERS’?
Last week the Occupational Health Team were in Newcastle hosting a ‘Know Your Numbers’ event.
‘Know your numbers’ focuses on reaching those colleagues who may have high blood pressure and don’t know it.
There was a great turn out in Newcastle, with a lot of laughs! Debbie and Rebecca will be working their way around the network with roadshows to reach as many colleagues as possible, so keep your eyes peeled for any announcements.
A YEAR OF OCCUPATIONAL HEALTH AT TPE
It’s been a year since Debbie Easby, Occupational Health and Wellbeing Manager, joined TPE so we thought it was a great opportunity to ask her for a recap on her first year and find out how she has been keeping TPE colleagues healthy:
“ What a year it has been, it’s certainly been a challenging time but a rewarding one. I started my time here by focussing on three things: building trusting relationships with colleagues, sticking to professional standards, and ensuring that my interventions and initiatives were all based on the needs of colleagues.
“Mental ill health is a global concern and a pivotal part of my role is supporting colleagues mental health. My role has been fundamental in raising awareness, whilst also increasing referrals for colleagues who may be struggling. We’ve seen a 50% rise in referrals to Health Assured and our trauma support specialist. Receiving feedback that says “you saved my life” is the greatest reward.
MEET OUR NEW HEALTH & WELLBEING CO-ORDINATOR
Last month Rebecca Walker joined TPE as our new Health and Wellbeing Coordinator, a new role that will be supporting out Health & Wellbeing Manager in maintaining the health of colleagues. We asked Rebecca to tell us a bit about herself and the new role:
“I am very excited to be joining Debbie in the Occupational Health Department and working closely to support initiatives and find creative ways to improve colleague wellbeing at work.
“Before joining TPE, I followed my passion for health and wellbeing by completing a Master’s degree in the subject. Alongside my studies, I was the Wellbeing Lead for an Insurance Broker’s. I truly enjoy helping others to gain good health and seeing the many benefits.
“I am genuinely passionate about health and wellbeing as I have witnessed just how impactful the initiatives can be for colleagues. After all, we do spend half of our lives at work!
“I will be working my way across the network over the next few months running wellbeing roadshows, so I hope to meet lots of you along the way. In the meantime, feel free to reach out to me at rebecca.walker@tpexpress.co.uk if you have any questions or just want to chat.”
“I’ve been focussing on making changes to help colleagues take ownership of their health whilst providing interventions for colleague physical and mental wellbeing. Throughout the year I’ve been working on two major projects: developing a confidential Occupational Health database as well as implementing a wellbeing strategy, using the six pillars of health.
“I’ve also been managing the external providers we use to make sure colleagues get the appropriate treatments. There’s been a few challenges, but we’ve implemented day-one referrals to physiotherapy and mental health services for preventative measures. You may have also seen me on the network taking part in roadshows, which have been really successful, and in some cases we’ve uncovered undiagnosed conditions that could’ve led to more serious illnesses.
“But this year hasn’t all been about me, it’s the colleagues I’ve spoken to that have made me feel welcome, and throughout the coming months I hope to see more of you. The department has also grown recently as I’ve welcomed Becky, who will help me to further promote wellbeing in TPE. Whilst Becky isn’t clinical she will support me in rolling out our wellbeing strategy.”
If you have any questions about Occupational Health email Occupational.Health@tpexpress.co.uk and if you have any clinical enquiries email Deborah.Easby@tpexpress.co.uk
