Proud to be Northern - April 2016 by i•creation

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APRIL 2016

Dawn of a

new era A warm welcome from Arriva

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New franchise is part of European transport giant JOINING the Arriva family makes the new franchise part of one of the largest providers of passenger transport in Europe. Already in the UK Trains Division are six passenger rail businesses and one train maintenance company, with 403 train sets, 394 stations and 6,650 employees all enjoying a range of benefits and sharing in a firm commitment to delivering outstanding customer service. Arriva’s UK Bus Division – one of the UK’s largest operators – has more than 17,900 employees with 5,900 buses and 474 patient transport vehicles. Arriva is a Deutsche Bahn company and, with the addition of Northern, now has over 60,000 employees. It operates in a total of 14 countries including

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Netherlands, Sweden, Spain, Portugal, Slovenia, Hungary and Serbia. More than 2.2 billion passenger journeys are delivered every year – a substantial proportion of them by rail in the UK by CrossCountry, Arriva Trains Wales, Chiltern, London Overground, Grand Central and Tyne and Wear Metro. Chris Burchell, Managing Director of Arriva UK Trains, said: “We are delighted to be welcoming the employees at Northern into our team. We are really impressed with the delivery and success they have achieved so far and can’t wait to build on that with them as we launch the biggest investment programme in the North for a generation.”

Arriva UK Trains scoops coveted business award ARRIVA UK Trains has been crowned the Rail Business of the Year at the industry’s premier national business awards. The business scooped the top honour in recognition of a successful 12 months operationally and commercially across its train operating companies and maintenance business. Performance and innovation was also recognised by the judges at the Rail Business Awards alongside work to deliver a winning bid for the new Northern rail franchise. Arriva UK Trains Managing Director Chris Burchell said: “Winning this top industry award is a testament and reflection of the great work and dedication of everyone in the UK Trains team, in each of our businesses.”

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Projects will transform customers’ experience New franchise to set the standards for future train operators in the UK WELCOME everyone to the new Arriva Northern franchise. From today we start our work to deliver the many exciting projects that will transform our customers’ travel experience over the next four years. Through our work in the previous franchise we have already hit the ground running. And there is much to do. Before I talk more about the challenge ahead I am delighted to welcome 132 people who have joined the new Northern from First Keolis TransPennine Express. The routes they operate are a great fit into the Northern network and an immediate benefit for our customers. From day one our customers will also benefit from a new compensation scheme for journeys delayed more than 30 minutes. Delay Repay is quick and easy for customers to use. It is a clear signal to customers of the minimum standard they should expect from our services. As a team we need to focus on delivering four major improvements in the first 44 months of this franchise. We will refer to this as ‘Four in 44’.

1 FASTER JOURNEYS Our new 100 mph trains, together with faster links to major cities under the Northern Connect programme in 2019, will boost inter-urban travel.

2 NEW TRAINS By the end of 44 months, every single train will be brand-new or refurbished and Pacers will no longer

Questions & Comments

By Managing Director

ALEX HYNES

be part of the Northern fleet.

3 MORE SEATS Capacity on trains serving urban communities such as Newcastle, Manchester and Leeds will be increased by 30 to 40 per cent.

4 MORE FREQUENT TRAINS There will be 2,000 more services a week, 400 of these on a Sunday, and a big increase in off-peak service frequency. The ‘Four in 44’ improvements feed into important step ups in our service offer in December 2017 and December 2019. But it doesn’t stop there. We will deliver a huge number of other benefits from new ticket machines, staffing at unstaffed stations and enhanced customer information to new customer and employee apps and station improvements. It’s no exaggeration to say that the improvements will be a dream come true for our customers, stakeholders

COLLEAGUES can ask questions and comment on the launch of the new franchise via The Shed forums. It couldn’t be easier to make a comment or ask a question... just visit The Shed at theshed.northernrail.org

and everyone with a railway interest in the north. As the new Northern franchise gets up and running we are going to have to work really hard to meet expectations. We must aspire to the very best in everything we do. Northern will set the standards for future train operating franchises across the UK. It’s an exciting time to be part of the railway industry and a truly great time to be part of Northern. I look forward to making it happen with you all.

“” “”

and follow the links to forums. We may not be able to send personal responses, but answers and information will be published as soon as possible on The Shed.

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Coloured routes represent Northern Connect lines. White routes are run by other operators.

New inter-urban network set to delight commuters CONNECTIVITY, speed and quality – all three are set to delight rail commuters when the brand-new Northern Connect initiative is launched. The fast, inter-urban “network within a network” will link major cities and towns across the North when it is introduced between December 2018 and December 2019. More than 90 per cent of the services running on Northern Connect between the main urban centres will be operated with new trains.

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It means customers travelling to locations such as Manchester, Leeds, Barrow-in-Furness, Liverpool, Lincoln and Newcastle will enjoy tables at seats, WiFi and be able to reserve a seat. A total of 12 enhanced routes, with upgraded and mostly hourly services, will be supported by specific marketing campaigns. High levels of customer service will be paramount and the 36 Connect Stations will impress with consistent, higher standards.

By 2019, Northern Connect will have helped to deliver a 37 per cent increase in peak-time commuter capacity. Northern Connect will cover 10 per cent of Northern’s network and will provide services which are complementary to those of other Train Operating Companies. Trains covering the new network will be the primary Northern services operating on the routes which will also have local stopping services provided by Northern.

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Better connectivity is key to Northern Powerhouse THE regional body which is jointly managing the new franchise welcomes Arriva’s ambitious plans to transform rail travel. Rail North, representing 29 Local Transport Authorities, worked in partnership with the Department for Transport to set out key requirements to be met by bidders. On the strength of its proposed improvements to rolling stock, additional services and investment in stations, Arriva’s proposals deliver an “even better outcome,” said Rail North Director David Hoggarth. Rail North looks forward to working collaboratively with Arriva and its management team intends to take a pro-active approach to developing the franchise, helping to deliver further devolution to the region. “The Northern Connect network fits entirely with the philosophy of better connectivity between the major economic centres as set out in Rail North’s Long Term Rail Strategy,” said David. “It provides a strong foundation for further growth on the back of better connectivity.

“The Northern Powerhouse has better transport connectivity at its heart and the new franchise provides a massive opportunity to deliver some of the key ambitions.” Rail North also welcomes the strong support for Community Rail Partnerships and the funding that has been committed. The partnership between Rail North and the DfT to jointly manage the Northern franchise is unique in the UK. One of the main innovations through Rail North is the creation of a new, devolved management team for the new Northern and TransPennine Express franchises.

Rail North Director David Hoggarth.

Headed by Rail North Partnership Director, Fergus Robertson, and based in Leeds, the management team will have all the key functions that DfT would have for managing the outputs of the franchises.

Bright future for employees transferring to franchise ALL employees transferring to the new franchise will retain their existing terms and conditions and their rights are protected under the Transfer of Undertakings (Protection of Employment) regulations. Arriva has pledged to build positive relationships with the unions and employees from the outset. Both Northern and Arriva are growing and the transformation of the new

franchise will see this growth accelerate. The transformation will deliver the prospect of long-term, rewarding but challenging roles for all who want to contribute to its success. With this comes the need for change in how customer service is delivered. This will provide opportunities for flexible employees who want to progress themselves

within the company and grow their capability through training and personal development. Arriva believes the opportunity for employees to go from apprentice to boardroom still exists and predicts exciting times ahead for a supportive company that sees itself as a good and modern thinking employer with plenty of scope for professional and personal progression.

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Some of the initial design concepts for the new uniform to inspire employeesâ&#x20AC;&#x2122; thinking.

Chance to help SHAPE DESIGNS ALL employees will have the chance to help shape the design and feel of their new uniform. They will look at everything from comfort, warmth, durability, style of design and practicality (both from a male and female employee perspective). There will also be wearer trials so individuals in a cross-section of roles can try out potential uniform designs during their shifts and report back. All opinions will be considered for the final design of the brand new uniforms, which are set to be rolled out next year. Designs and colour schemes will be in keeping with the new Northern branding and, following strict Arriva policy, materials and garments will be sourced from ethical manufacturers and suppliers. In some previous franchises there has been a new uniform from day one. Northern have decided not to do this. Instead, the current Northern uniform will be maintained for a period of time

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while employees are consulted to see what they want in terms of a new design. This is an opportunity for people to get involved and have their say on an integral part of their day-to-day working lives. It aims to engage employees and make them proud about how they look, as well as gaining vital feedback to make the new uniforms comfortable too. More details will be announced on how people can have their say on their new uniform in forthcoming weeks. Any comments on uniform issues can be fed back by emailing iwanttowear@northernrail.org

Free travel on Arriva network IN addition to free travel on Northern services, employees and their families will be able to enjoy the same unlimited access to train journeys on the whole Arriva Trains network across the UK. Precise details about travel entitlements and restrictions are available on The Shed. All Northern employee travel passes â&#x20AC;&#x201C; which expired on March 31 â&#x20AC;&#x201C; have been extended for a further 12 months until March 2017.

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Expert group underlines community commitment THE new franchise’s commitment to supporting community rail initiatives is being signalled by the formation of a pioneering expert body as well as extra funding. Unique in the rail industry, ComREG (the Community Rail Executive Group) has been set up after it formed part of Arriva’s franchise bid. It means that Northern – which already has an excellent reputation for working with Community Rail Partnerships – will have a new impetus to forge further links. ComREG’s purpose is to promote improved liaison between the partnerships and the company, and provide expert guidance to help Northern’s region-specific policies and plans for developing and furthering the success of the partnerships. At the same time, direct annual support for Community Rail Partnerships is being increased to £500,000 in year one, and ComREG continuous funding has been Chair confirmed for the first three years. Dr Karen Booth Northern has committed a further at Manchester £600,000 to enhance community Piccadilly rail, which will go towards specific station. roles within AcoRP (the Association of Community Rail Partnerships) to support Community Rail Partnerships, projects and grants. “ComREG is currently unique in the rail many other things we know colleagues industry, bringing a strong focus to the would like to have done in the past. work of a single train operating company on “ComREG will hold Northern to community rail issues,” said the chair of the account in its dealings with the new body Dr Karen Booth, formerly Head of community rail world.” Sustainability at Northern. Members of ComREG include “The formation of the group, coupled with representatives from Community Rail the Arriva franchise commitments, will build Partnerships, Rail North (Richard Watts), on the excellent work done in the current Department for Transport (Kulvinder Bassi) franchise and give the resources to do and AcoRP (Neil Buxton).

Community Rail Partnerships, which support rail lines and stations, usually comprise members of railway operators, local councils, rail user groups and other community groups.

Employees to have input on refurbishments PLANS are underway to revitalise the working environment at Northern – and employees will have a say in the way their facilities are improved. A rolling programme of mess room, employee areas and training room refurbishment will be a feature of the new franchise.

All training rooms will be given a makeover and supplied with state-of-the art equipment, starting in year one. Prior to revamping mess rooms and employee facilities, Northern will work together with employees to understand what really matters to them within their working

environment. Their input is seen as crucial and the final designs will reflect the needs of the workforce. Improvement of traincrew accommodation is a key part of the Proud To Be Northern employee engagement programme.

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New employees spotlight continuity and progress A total of 132 First Keolis TransPennine Express (FKTPE) employees have transferred to the new franchise after the route they work on was re-mapped by the Department for Transport. The conductors, drivers, station employees and managers all work on the Blackpool North to Barrow-in-Furness line which includes stations at Birchwood, Warrington, Ulverston, Grange-over-Sands and Windermere. Rolling stock and timetables have also been transferred with Arriva promising six extra Class 185 trains to bolster services. All FKTPE employees were fully briefed before the transfer. Their pay and conditions are all TUPE protected. Barrow-based Station Supervisor Rachel Barrow, who has worked for TransPennine Express for two and a half years, said: “We were worried first of all about Arriva getting rid of station employees but now we know that’s not the case we’re all happier. “We’re hoping for continuity and Station improvement at stations and we know Supervisor we’ll be having more trains running on Rachel Barrow pictured at the our route so that’s good for customers. entrance to “It’s early days so we’ll wait to see Barrow-in-Furness what else happens but we’re looking station. forward to change and hoping for more opportunities for employees.”

Jobs website is bonus for all group employees ALL Northern employees can take advantage of an online job-seeking site set up for the tens of thousands of employees in the Arriva Group. Arriva Jobs can be visited at arrivajobs.co.uk People can register to see what opportunities are available. The site lists all internal vacancies, giving people the chance to view details and apply if they wish to make a career move. With more than 60,000 people spread

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across 14 European countries, there are countless opportunities to grow and develop with Arriva. From drivers and conductors to finance, commercial and human resources positions, there really is something for everyone. Employees who go on to the Arriva Jobs portal can access a wide range of Arriva opportunities after registering with their work or personal email address.

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Opportunities to share pride in new era APRIL 1 marks the start of an exciting journey propelled by new investment – and employees will quickly get the chance to share their sense of pride in the new era. A Proud To Be Northern employee engagement programme is set to deliver events across the network in the first three years of the new franchise. Activities in mess rooms and

training centres will give all employees a genuine opportunity to share information, get clarity on the exciting plans ahead, contribute ideas and have their questions answered. The first engagement event for more than 5,000 colleagues, in year one, will enthuse everyone by communicating the “Four in 44” vision of the four major improvements to be introduced in the first 44 months of the franchise.

The second phase, also involving all employees, will lead up to the arrival of the new trains giving colleagues the chance to prepare for showcasing and caring for the new vehicles. Building on the valued contribution of the Northern Crowd, the Proud To Be Northern engagement programme will highlight opportunities to forge alliances with communities across the North.

Customer Service Assistant Glenn Heyes helps customer Bill McVicker with his journey at Manchester Victoria station. It is personal service like this which will be rolled out to currently unstaffed stations on the Northern network.

Station improvements throughout the network A host of station improvements are planned under the new franchise – with a big boost for customers and employees alike. Staffing will be provided at 45 currently unstaffed stations with at least one customer service advisor providing a visible presence. This staffing programme will begin in December 2017 and last for two years with Baildon and Ben Rhydding

in West Yorkshire the first to benefit. At 54 stations across the network there will be an extension of the staffing hours. Northern will invest over £38 million in better station facilities, £8 million more than Arriva was required to deliver as part of its franchise bid. Proposals for this important Station Improvement Fund, which will be reviewed and agreed with the DfT

later this year, include investment in comfort, information provision, security and ticket retailing to introduce improved and consistent facilities across the station portfolio. Under this scheme Northern will provide ticket retailing facilities at 243 stations for the first time and video help points at 447 stations.

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THE SHAPE OF THINGS TO COME: an artist’s impression of a four-car Class 331 electric unit.

Refresh set to improve comfort and reliability A series of upgrades and modifications of Northern’s existing stock are set to boost comfort and train reliability. The refresh, to be carried out in a rolling programme up to December 2019 at multiple engineering maintenance facilities, will cover 60 per cent of the fleet. Where possible the refresh programmes will be scheduled to coincide with regular C4 and C6 maintenance regimes to ensure maximised fleet running. The refresh will include re-covering of all seats, new floor coverings, repainting of all interior panels, full exterior repaints and deep cleaning of all vehicles. Other improvements include WiFi, toilets accessible for people with mobility restriction, LED lighting, forward-facing CCTV, customer information and DAS driver advisory systems. Units be refreshed are those in Classes 150, 155, 156, 158, 170, 319 and 333. Sixteen Class 333 units will be modified to increase capacity, the Class 158 Northern Connect units will be enhanced for comfort on the longer journeys and 24 two-car Class 150 units will be reformed into 16 three-car units to provide more room for customers on busy services.

A Class 195 diesel unit.

Stunning trains will deliver new heights of comfort and service Front views of Class 331 electric units.

Carriages will be equipped with customer information and communication systems.

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STATE-OF-THE-ART trains with 100 mph capability are set to usher in a new era of comfort and high-end service delivery at Northern. Costing £490 million, the 281 vehicles scheduled to start appearing within two years’ time will transform the way the company connects communities across the north. With two air conditioning modules in each carriage, tables at all standard seats, seat reservation systems and free WiFi, the new trains represent a step-change in the quality of the journey experience. Built by Spanish manufacturer CAF and based on their existing Civity series, the new sets will form 30 per cent of the Northern fleet. In total there are 31 three-car

and 12 four-car Class 331 electric units along with 25 two-car and 30 three-car Class 195 diesel units. Offering significant improvements in comfort and capacity for customers with a welcoming and pleasant environment, the new trains are also great news for traincrew. The spacious cabs, which are at each end of the units, have good visibility and access to controls, air conditioning and low levels of noise. They are finished in soft colours to minimise glare. The carriages are equipped with customer information and communication systems, digital CCTV, power sockets and automatic passenger counting systems.

Energy-saving is maximised due to a number of elements including the aluminium carbody shells (20 per cent less heavy than steel) and lighter bogies, together with LED lighting and the latest in propulsion system technologies. DAS systems in the cabs advise on energy-efficient driving and provide real time traffic management information. Disabled access has been given high priority and each unit has two wheelchair spaces and one accessible toilet. ● The new franchise will see major investment in rolling stock maintenance depots which will continue to be provided in-house.

The stylish interiors of the new trains will have tables at all standard seats.

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THE SHAPE OF THINGS TO COME: an artist’s impression of a four-car Class 331 electric unit.

A Class 195 diesel unit.

Stunning trains will deliver new heights of comfort and service Front views of Class 331 electric units.

Carriages will be equipped with customer information and communication systems.

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The stylish interiors of the new trains will have tables at all standard seats.

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Employees share their hopes and aspirations for the future...

Karen Wrigh

t Manchester-based HR Advisor, who has been with North ern for a year. “I was pleased when I found out it was Arriva. I’d heard good reports from when Arriva operated part of the business befor e and I think we’re rea dy for change. It’s go ing to be exciting times ahead. We now have an opportunity to conti nue with the investme nt that we’re making in our people. “I’m hoping there’s go ing be a focus on learning and develop ment for our people. We want investment in pe ople so they can the best they can be in the ir roles and better themselves wit hin our business.”

Paul Wilkinson A Conductor Minder whose home station is Blackpool, has been working for Northern for eight and a half years. “I’m looking forward to the new developments and technology that will helps us to do our jobs that little bit better. One of the most exciting schemes is the Innovation Project that Arriva has introduced. It means that colleagues across Northern are being invited to send in their suggestions for the company and the best ones will be trialled or implemented. “It’s a great idea and I hope it inspires my co-workers to submit their thoughts. Sometimes the simplest suggestions can be the most inspirational.”

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Phil Wallis Wigan-based Conductor, who has worked for Northern for 10 years. “What I’m really looking forward to is investment in new trains. We are running quite a lot of old diesel trains which do not always paint the company in the best light. “New trains will mean happier customers. I know it is not the be all and end all when it comes to the service we deliver, but they do make such a difference to our jobs. “As a conductor, I will be proud to work on these new units. For so long the north of England has not received this kind of investment in its railways, so it is very good news.”

James Taylor

Leeds/York-based On-Time Railway Manager, has worked for Northern for four years. ts are planned so “Obviously a lot of improvemen and routes and s train that’s good, a lot of new s us a chance give e chis that’s exciting, so this fran going to be e’s ther w kno I s. to make some change e and to get things a push to improve performanc so that’s a real right which is how it should be so I’m looking plus. It’s a really exciting time er. It really forward to change for the bett .” nge is time for cha

Glen Fookes A Leeds-based Operations Trainer, who has been with Northern for 16 years. “I’ve worked for Arriva before in a different guise – I was a driver with them when they had a previous franchise. Their new proposals sound really exciting. The fact that they’re spending money on training will be good. I’m in that department and we always need investment. I’m a positive person so I’m optimistic about the future and hope we can all improve together. Bring on the change.”

e Pieracger at e i b n b a De Team M with the

Rodger Driver Leeds-based Conductor, who has been with Northern for eight years. “I kind of thought it was irrelevant who got the franchise but now we know it’s Arriva, I’m actually very optimistic for the changes to come. “The proposals for more services are really exciting and it’s fantastic that Arriva went above and beyond what they had to promise to get the franchise. I’m hoping it’ll be as amazing as proposed but we have been promised jam before. I believe it will happen but it might be a hard road.”

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An insight into what it is like to be part of the

ARRIVA FAMILY IAN SADLER SPENDING shifts on his feet is nothing to Leeds-based Train Manager Ian Sadler – he loves walking and started a walking group for colleagues who enjoy roaming the Yorkshire Dales and moors. The 51-year-old had worked for Asda for 15 years before moving into the rail industry – first with East Coast and then CrossCountry where he has been for the past 14 years. Ian said: “I was a Retail Manager in the onboard shops for the first 20 months of my time at CrossCountry before spending five years in revenue protection as Support Manager. “I then spent a year as a Train Manager in Manchester before transferring in the same role to Leeds about seven years ago.

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“My main onboard priority is safety – making sure doors are secure and that there are no tripping hazards. I love my job, it’s good fun and every day is different. “When I worked in retail I knew where I was going every day but because we cover an area from Edinburgh to Birmingham, I get plenty of variety in this job and meet lots of different people. “I’ve had different roles within the company and FORMER police officer Raoul have to say, they’re Beaman enjoys working for Arriva great to work for. Trains Wales because he is a people I’d recommend person and loves the railways. CrossCountry to The Customer Service Advisor has a anyone.” multi-faceted role at Leominster station on the Welsh Marches line. When he is not selling tickets in the ticket office he salts the platforms, restocks the Ticket Vending Machines and helps wheelchair users get on board. “My role is challenging and varied,” said Raoul, who was trained as a railway signalman when he was younger and lives in a former railway station. “I have to be on the ball with any situation that arises.” Raoul says he feels appreciated for the work he puts in at the railway company, and has got to know most of the regular customers. “It’s a varied life which suits me down to the ground,” he added. “Each day is different to the one before.”

RAOUL BEAMAN

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JON SADLER CONDUCTOR Jon Sadler retains the passion for the job he felt when he first joined. The Arriva Trains Wales employee based at Shrewsbury vividly remembers the early days of his training when he was thrilled to find he was able to “make a difference to people’s days”. The former airport worker has always been inspired by the ideal of customer service and says he was attracted to Arriva by its “professional and caring reputation”. Jon is impressed by the camaraderie shown by the team of drivers and conductors at Shrewsbury station. He also benefits from the Arriva Trains travel pass and has started to regularly visit The Village online benefits site. “I was recently awarded some vouchers after I helped a stranded customer and I have found that I can put them towards the discounts I obtain at virtual shops on The Village high street,” he added.

SARAH HURFORD TRAIN Driver Sarah Hurford returned to her south coast roots when she took a job with CrossCountry more than 16 months ago – and it also meant she could be closer to a hobby she really enjoys. She quit the hustle and bustle of central London for a new base in Bournemouth, from where she regularly operates Voyager-class trains to Birmingham New Street. And at nights and weekends she swaps one kind of horsepower for another as she keeps and rides two geldings called Blue and Conker. Sarah said: “I was originally from the south but moved up to London for a job with another train operator where I was based at Euston station. When the job came up with CrossCountry, it gave me the chance to return to my roots as well as pursue my interest in horses. “I’ve had fantastic support in my new role from managers and colleagues. Training-wise we receive refresher courses every year and get to try out ‘What If?’ scenarios in a simulator. “I’m also impressed with the Stars reward and recognition scheme and initiatives like the Lucky Stars prize giving in December.”

SARAH GOULD RESOURCE Team Manager Sarah Gould has risen through the ranks thanks to working for a company that matches her own ambitions with plenty of career opportunities and support. Sarah swapped a seasonal job as airline cabin crew for her first role at CrossCountry Trains as a Customer Service Assistant in March 2004. In October of that year, she was promoted to Retail Service Manager after being encouraged to apply for a vacancy – and just three months later landed the position of Train Manager. In January 2008, she swapped working directly with customers to liaising with frontline employees in a new role as Customer Service Manager. Then, after almost six years, she was once again encouraged to make the step up and landed her current job. As Resource Team Manager she oversees a team

of 35 people who deal with rostering and on-the-day management of traincrew. Sarah, who is based at CrossCountry’s Cannon House HQ in Birmingham, said: “It is fantastic to reflect on my career so far, the progress I’ve made and the variety of roles I’ve held and the experience I’ve gained. “Working within the Arriva Group has offered me the chance to seize opportunities and I’ve been encouraged every step of the way. “The company is very focused on development and that really benefits all employees and helps me understand my duties as a manager.”

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On time to major on punctuality

PUNCTUALITY is paramount – and exciting plans are underway to bring it into even greater focus. With safety as a touchstone, the new franchise will major on timeliness with the creation of 250 On Time Railway Champions drawn from every part of the business. The aim is to bring about a step-change in the Northern culture where everyone is focused on the way “every minute counts”. The Champions will help to ensure that everyone in the organisation will have at least one personal objective relating to their contribution to On Time performance. Although the first 25 Champions will be appointed from day one of the franchise, and the On Time priority will be highlighted from the outset, the culture change programme will be launched with the introduction of the December 2017 timetable. “We believe that a high-performing railway is also a safer railway, with drivers seeing fewer red signals and less overcrowding on trains and stations,” said Northern’s Head of Operational Safety Steve Hardcastle. During the programme all employees – drivers, conductors, managers, directors, engineers and cleaners, as well as those working in offices and depots – will take part in workshops, briefings and one-to-ones. The On Time Railway Champions will engage and involve people on the ground, acting as positive role models for the culture change programme. They will help to develop strategies for change, identify issues and feedback to the change team.

Custom aims fo Taking a call is Customer Solutions Advisor Shauna Clarke.

Customer Solutions Advisor Shena Parry files a report.

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A brand new Customer Experience Centre will help to ensure people’s journeys run smoothly from the moment they decide to travel with Northern until they arrive at their destination. A team of more than 50 people have been recruited at the Sheffield-based centre, where they will deal with customer questions, compliments and complaints as well as facilities management enquiries. The service is operated by Carillion. It will run 24 hours a day, seven days a week with the new team working between 6am and 10pm and a shared service team stepping in to cover nights. They will handle everything from customers enquiring about extra assistance at stations to queries about tickets and Delay Repay compensation. There will also be a dedicated team providing support for facilities management employees across Northern stations, taking enquiries about caretaking, cleaning and repairs.

s h e e j c a t f t T N e c la M s e w c t c m f m p t o t w s

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Customer Relations Team Manager Angela Broadhurst, second left, with, left to right, Customer Solutions Advisors Andrew Brown, Emma Burgoyne and Tom Thackery.

Preparing for launch day are Centre Customer Relations Team Manager Louise Hadden, right, and Customer Solutions Advisor Annette Sheldon.

omer Experience Centre for faultless journeys A custom-built computer system has been designed to help operations run as efficiently as possible. It allows employees to log and assign jobs externally as well as store customer information so that an enquiry can be tracked and the best resolution can be found. Meanwhile, screens that feed through information from Twitter, Facebook and the National Rail website will help employees keep track of customer feedback and the latest travel information. Customer Relations Team Manager Angela Broadhurst said: “Our aim is to create an empowering environment to work in – if team members are confident, happy and friendly then it translates across to the customers. “Ultimately, we want to make their journey faultless from the moment they start planning it, through the actual process of getting from A to B, to the point where they’re sitting with a

cup of tea having reached their destination. “The emphasis is on ensuring that customers’ needs are met in the best way possible. “Everyone helps and supports each other within the team. It’s a really cheery and friendly environment where employees are made to feel valued.” Customer Solutions Advisor Tom Thackery said: “What I love about my role is that it’s all

about quality and not quantity. We’re encouraged to take the time to help people and make sure that when they hang up they’ve got the answer they need, rather than rushing and having to hit strict targets. “Whether it takes two minutes or 20 minutes, it’s about making sure you listen to

what customers need, asking questions to get as much information as you can, and helping to get the best outcome possible for them.” Carillion’s award winning Customer Experience Centre is the UK’s largest facilities management centre of excellence, serving over 80 private and public sector clients. The team handles well over a million contacts a year and looks after 100,000 sites across the UK.

Recruitment and Training Manager Karen Greville-Woods with Customer Solutions Advisor George Amaya.

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Chance to get up for the cup NORTHERN employees are being invited to get in on the action at the biggest football tournament in the rail industry. The XC Cup was set up by CrossCountry eight years ago and has grown each year with 32 teams scheduled to take part this time round. Every summer, competitors from all parts of the Arriva Group and elsewhere in the rail industry, gather in Birmingham. The six-a-side competition is always entertaining and there is a

family atmosphere with a hog roast, barbecue and cash-only bar. Two trophies, the XC Cup and XC Shield, are up for grabs and there are plans to include a ladies-only competition this year if there are enough entries. The XC Cup takes place on Saturday, 9 July at the University of Birmingham Sports Pitches between 1100 and 1700 hours. For more information and to find out how to enter a team into the tournament contact crosscountry@hotmail.com

Action from last yearâ&#x20AC;&#x2122;s XC Cup tournament.

Strong commitment on health and wellbeing ARRIVA is committed to helping its employees maintain health and wellbeing in both life and work. Fun activities are often involved as a quick look around its family of Train Operating Companies reveals. The Pedometer Challenge is a group-wide initiative where people wear pedometers to record their steps each day as they raise money for the British Heart Foundation. A Cycle to Work scheme

encourages people to boost their fitness and, at CrossCountry, strawberries were given out to employees at the time of the Wimbledon Tennis Championships to promote healthy eating. A health and wellbeing tent will this year showcase healthy activities at the XC Cup football tournament. Arriva Trains Wales has set up a Stop Smoking Day and people are

being encouraged to set up their own teams to join the Sports Team Club. Both Chiltern Railways and Arriva Trains Wales hold health awareness days on a regular basis. Northern already runs wellbeing days and has developed a Health Surveillance scheme which is currently being piloted. Pedometers are provided for individual use and fruit has been delivered to some locations.

Animated video shows reasons to be proud

An image from the animated video.

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A short informative video has been produced, using animation technology, to provide an introduction to the new franchise and the exciting developments it heralds. The video looks at the many reasons why employees can be proud to be Northern as the company comes under the Arriva banner.

It also highlights the benefits, rewards and opportunities employees can look forward to including high street discounts, free travel and training and development in modern facilities. Employees can view the video on The Shed. It is also available through YouTube and other social media websites.

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Chance to win trip to see the new TRAIN in SPAIN EMPLOYEES can win an exclusive trip to Spain by naming two new innovative apps which will give employees and customers up-to-the-minute journey information. Up for grabs is a visit to the state-of-the-art production line near Zaragoza to see Northern’s new trains being built. The once-in-a-lifetime prize will provide travel to the CAF factory and have time for sightseeing and enjoying a taste of Spain. From April 1, Northern’s existing customer app will be progressively updated. Four months later, following a familiarisation programme, Northern people will be able to access the employee app which, like its “twin”, will be linked to the National Rail system Darwin supplying real-time information. It means customers and employees will have instant access to live data on services and train running, including cancellations and alterations. The initiative will enhance employees’ Part of the ability to address customer issues on the production line spot – and they will also be able to draw at the CAF factory further information from the social media near Barcelona where Northern’s new function on their app. trains will be Eventually, customers using the app will be built. able to buy certain tickets, find the distance to their destination, identify how many stations lie between their location and their arrival point, and discreetly access rail replacement service information. to report any From the first day of the franchise, employees suspicious activity, and customers will be able to report faults on low level disorder or criminality. trains or stations by using the app, the Northern To enter the competition please website, by phoning the call centre or by email to suggest names for the apps via The Shed faults@northernrailway.co.uk. at theshed.northernrail.org – the closing Customers are also able to use the app date for entries is April 30.

The customer app will be available to download from Google Play for Android devices and the App Store for Apple iPhones and iPads. The employee app will be loaded onto all employee smartphones.

Putting people first... and developing talent ARRIVA prides itself on putting people first and developing a talented workforce. Exciting opportunities for employees to maximise their skills will be at the forefront under the new franchise. There is a commitment to taking on many more apprentices than previously and there will be a graduate and student placement

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development programme. Building on the great work that has already been started within Northern, a programme of training for managers and coaches will be given prominence. Northern will continue to

develop employees who deliver excellent customer service with the capability of being the best in the business. As well as opportunities at Northern, employees will have the chance to enrol on the Arriva group-wide GROW programme for people who have the potential to thrive in a management role.

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Welcome to

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Operated for Arriva by Reward Gateway. Registered in England and Wales (No. 05696250) at 90 Westbourne Grove, London, W2 5RT. Registered under the Data Protection Act (No. Z964960X). Terms and Conditions may apply. Offers can be changed or withdrawn without notice. Products subject to availability. Errors and Omissions Excepted.