WEEKLY
TOGETHER
TAKING THE NORTH FURTHER | THURSDAY 9 NOVEMBER 2023
MEET OUR CUSTOMER AMBASSADOR TEAM You may have noticed some new faces at some of our non-TPE managed stations over the past few months? Our new Customer Ambassador Team have been introduced to provide a visible, helpful and proactive service to customers across our network. The team are based at six of the locations we call at: • South Yorkshire: Sheffield and Doncaster
OUR PERFORMANCE PERIOD 8 WEEK 3 57.80%
When required they’ll also be travelling across the network to support onboard or at other locations. You can identify the team by their purple hi-vis vests, so please say hello if you see them on your travels. The team are already making a massive impact and we’ve had some great feedback so far: Ross Kerr, Glasgow Central Station Manager said: “The ambassadors were greatly needed, and the team go above and beyond in their role. They have fitted into the dynamic of the station seamlessly and they’re always willing to help us out. They’re always visible on the concourse and deliver customer service to a high standard.” Rachel Sprigg, Rail Development Manager: “I’ve had the pleasure of seeing the Customer Ambassadors in action. They look very smart and happy every time I’ve seen them. It is so important that customers receive a great customer experience when travelling through these busy South Yorkshire Stations. Thank you to TPE for your support.” If you have any feedback or questions, feel free to contact Keiron Riley, our Customer Ambassador & Events Manager.
NO Target 94.82%
Time to 15
• Scotland: Edinburgh and Glasgow Central • Northwest: Preston and Liverpool Lime Street
ON OR ABOVE TARGET
Target 58.61%
Time to 3
92.57%
NO
Cancellations 5.31%
NO
5.08 Target %
T3 and T15 performance has declined since the previous week. Overall delay minutes are 2933 compared to our target of 1601 What held us back? The Craigentinny derailment caused significant disruption on Monday and into Tuesday. Sickness is also having an impact, which is expected at this time of year.
INTERNATIONAL MEN’S DAY 2023 Next weekend is International Men’s Day and ahead of the day Great British Railways Transition Team (GBRTT) are hosting an allyship panel. On Monday 13 November, inspiring panellists from across our industry will be talking about their experiences of allyship. Use this link to join the event at 10.30am
MEET THE TPE VIPS (VERY IMPORTANT PETS) We help nearly 45,000 customers daily get where they need to go, and some of them will be joined by animal companions that also have very important places they need to get to. Ashley Cooper, Revenue Protection Assistant, has shared a few of the furry passengers he’s come across on his journeys:
YOUNG PROFESSIONALS TALK TRU Last week more than one hundred young professionals were in Leeds learning more about the Transpennine Route Upgrade (TRU) project. Attendees were introduced to TRU by Neil Holm, Managing Director of TRU. The day was hosted by the Early Career Professionals (ECP), a voluntary network for those working within TRU, that provides members with networking and development opportunities. Kieran Savage, ECP Chairperson, said: “A lot of effort went into putting on this event, so I am happy to say that the day was an overwhelming success. I was happy to see how engaged our audience were with the day. The feedback that we’ve received has been really positive.”
OUR CAREERS TEAM MEET THE CHAI GROUP The careers team were at an Oldham primary school this week meeting the CHAI (Care, Help and Inspire) group, talking about TPE careers and apprenticeships. CHAI is a group for all women with a child at the school, offering support and improving their wellbeing through workshops and training. Lisa Yemm, Resourcing Administrator, met the group to talk more about train travel and the career opportunities there are in TPE. After the presentation, one member, who had never been on a train, was excited to tell her family all about the railway and go on her first ever rail journey.
WHERE TO COMMEMORATE REMEMBRANCE SUNDAY
This Sunday is Remembrance Sunday, where we remember those who have lost their lives in war.
GOING THE EXTRA MILE! We’re always being sent some great comments about our colleagues from customers, here’s just a few we were sent last week:
Here are some of the events taking place across our network: Edinburgh: Stone of Remembrance Glasgow: George Square Hull: Cenotaph, Ferensway Lancaster: Lancaster Town Hall Leeds: War Memorial, Rossington Street Liverpool: St George’s Square Manchester: Cenotaph, St Peter’s Square York: York Minster
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