together TAKING THE NORTH FURTHER
ISSUE TWO NOVEMBER 2017
The magazine for everyone at TransPennine Express
DESTINATION NORTH!
Celebrating our power partnerships
TIME TO CHANGE Opening up about mental health
WIN!
An Amazon Echo speaker p19
SAFE AND SOUND NEW RECRUITS
Meet the TPE colleagues doubling up as Special Constables on our network
2
TRANSPENNINE EXPRESS
WELCOME
A MUST READ
LATEST NEWS
Spreading the word
John Butt is TPE’s Conductor of the Year – and Together’s guest editor. Hello, and welcome to the second edition of Together magazine. I’m over the moon to be guest editor, and I’ve picked out a few unmissable stories for you… The first article that struck me was Chris Gunns’ story on pages 8 and 9. Mental health is something we need to talk about more, and I’m so impressed with Chris’ bravery and honesty. As a conductor, I work with On Board Hosts every day, so it’s great to see the feature on pages 10 and 11. On the train, they provide valuable backup, and vice versa! I’ve enjoyed learning about our new Prince’s Trust partnership too. It’s harder than ever for young people to find jobs, so I’m glad to see we’re doing our part, and showing them the rail industry. WINNER I hope you enjoy reading Together as much as I did! Don't forget, please email your comments TOGETHER, WE'RE and suggestions for stories TAKING THE NORTH FURTHER to TPEcommunications@ firstgroup.com JOHN BUTT CONDUCTOR, HULL
An online makeover Our all-new customer website is now live. It’s mobile friendly and gives users a better digital experience. Customers can now explore the North with ease, through simple journey planning and purchase options, as well as blogs, competitions and special offers. Head to www.tpexpress.co.uk to experience our new website for yourself.
D
aniel Healey, Lead Driver Development Manager, and Mike Hendry, Driver Development Manager, hosted 11 female AS Level Students at Ardwick Train Care Facility – as part of an initiative to get more women interested in the industry. These students, all interested in engineering, were taking
part in a residential course run by Salford University and Headstart. From Daniel and Mike, they heard about job opportunities in the rail industry, and experienced operating a train, via a simulator. “They showed great interest in what we had to say about railway careers,” says Daniel. “Hopefully, we’ll see some of them again in the future.”
A TRAVEL PERK At TPE, we give job-hunting customers discount on train travel. Travellers with Jobcentre Plus railcards receive 50% off advance TransPennine Express tickets. And, we provide free travel to interviews for jobseekers at Hull Jobcentre – at least 100 people have benefited from this. If they get the role, we’ll then give them their first month of travel for free! “This initiative falls under our vision to Take the North Further," explains James Cohen, Head of Revenue Management. “Giving someone a helping hand with train travel is the least we can do in our communities. We’re looking to roll out the interview ticketing scheme elsewhere too.”
WHAT'S INSIDE
Day in the life
The place to be
With Sarah Fortin, On Board Host
FirstGroup family Who we are
Huddersfield is station of the year
16 6 10
On the beat Colleagues and BTP Special Constables
20
Together is written, designed and produced by Words&Pictures Ltd t:01943 854800 www.wordsandpics.co.uk
TAKING THE NORTH FURTHER
YOUR VOICE SURVEY
Use Your Voice The annual Your Voice survey is your chance
to inspire the changes you want to see at TPE.
T
he latest Your Voice survey opened 6 November, and you can let us know how we’re doing, and what you need to see more of. After the results are in, they will be given to managers, and plans will be made at both senior and local level.
SINCE LAST YEAR…
Every four weeks, Your Voice Matters, a cross-functional group, meets and discusses action plans across the business. Headed up by Nicola Buckley, Engagement and Development Manager, the group assesses Your Voice activity for all grades and locations.
Success stories this year have included the Star Awards in July, a new prosecution system for the Revenue Protection Team, and recruiting and transitioning for the extended availability of the Roster Team. Local newsletters have also been published for many depots – including Preston’s, which includes a bit of history in every edition. Change is still being pushed – refurbishments, new uniform and service planning roadshows are all in the pipeline. Plus, we’re rolling out staff suggestion schemes in all our locations, so you can use your voice all year round.
3
New on board entertainment is ‘Extremely’ good!
Glasgow launch: TPE colleagues, including Customer Experience Director Kathryn O’Brien, join GoT star Kristian
Kristian Nairn, one of the stars of the hit show Game of Thrones, was on hand recently to help launch ‘Exstream’ – our fantastic new on-board entertainment system. The system will come fully loaded with some top shows, including Game of Thrones, which is why we enlisted Kristian, who plays Hodor – one of the show's biggest stars – to help us with our official
launch at Glasgow Central station. Exstream is now available on both our Class 350s and refurbished Class 185s. Customers can access the system via the TPE app. Find out more about Exstream in our colleague app, The Loop.
INTRODUCING…
Scott Jarvis Your new Employee Director and representative on the TPE Board.
“I like to take on new responsibilities to keep my brain ticking, and becoming Employee Director seemed like a great opportunity.”
“I’ve got a lot of learning to do as I get used to this role.”
“I believe frontline colleagues should have their say as much as possible.” Worked on the railway since 1983
Scott’s son, Dale, works for TPE too – a conductor based at Manchester Airport
Conductor Instructor based at Manchester Piccadilly
“I’ll be holding Employee Director workshops across the network – I’m keen to hear from as many colleagues as possible.”
Loves 80s music
Owns 2 dogs, a King Charles and a Shih Tzu
4
TRANSPENNINE EXPRESS
All smiles: Stephen with Sheldon Hicks, Head of Operational Resources
WINNER DRIVER OF THE YEAR
The inside track Friend, family man and first-rate driver – meet Stephen Walker, Senior Driving Instructor, and TPE’s Driver of the Year.
trainee drivers as they learn the ropes. “On an average day, I get to the depot early doors, about an hour before my shift starts. I used to be based at Manchester Piccadilly, but moved across to Liverpool Lime Street when it first opened. Then I check my routes and any potential disruptions and, of course, have a cup of tea. I take this opportunity to catch up with my colleagues too. We’re a close-knit bunch and go tephen won Driver of the Year for out for drinks at least once his dedication to safety, his team-player attitude that sees him a month. “In my days off between working with people across the shifts, I either spend time with business, and his energy and pride for my family, or head out his role on the railway. on my bike. My “I passed my driver training when I was 21, so it’s the only job I’ve ever known. favourite days are spent with my wife As well as driving, I’m a Senior Driving and our two girls, Instructor, spending 240 hours with Poppy and Bluebell. Poppy loves coming down STEPHEN WALKER, to the station and SENIOR DRIVING INSTRUCTOR
S
“I know I’m lucky to do what I do.”
TOGETHER, WE'RE TAKING THE NORTH FURTHER
seeing my cab. “The challenges of being a driver are the shifts – they obviously don’t take family birthdays or national holidays into account. But I know I’m lucky to do what I do, it’s a respected role on the railway. Another challenge is staying healthy – it’s hard to ignore the temptations on your break. I tell every new driver that they’ll probably put a stone on when they start!” Driver of the Year: Stephen accepts his award from Leo Goodwin
TAKING THE NORTH FURTHER
5
NEW DIRECTIONS
Breaking the business market We’re ramping up our focus on the business market – those customers on the move for work.
When employees need to travel for work, whether for a client meeting, training or event, their company will pay for their trip. This is the business market, and it hasn’t been a priority area for TPE – until now.
Susie Palmer, Business Account Manager, shares our activity in the business market, and the reasons behind ramping up our attention. “We’ve always focused on the leisure and commuter market at TPE, which makes sense, but with 14% of our revenue driven by the business market, it’s time to see what we can do in this arena. “Business travel is handled differently, depending on the size of the company. A larger company, especially one operating on a global scale, may have a travel management company (TMC)
who they use to manage their travel for them, but a small company may choose to deal with it in-house to save costs. “It’s a highly competitive market, so it’s important to communicate, engage and consult with businesses to understand who is using us and where the opportunities are. Our increase in capacity with the new fleet makes it the right time to tackle this target audience – it fits with our strategy around passenger journey growth.”
HOW TO GROW To break the business market, we’re developing partnerships and promoting our business brand. We’ve joined GTMC, the Guild of Travel Management Companies, recognised as the voice of business travel, and we’ve presented our plans and products to their members at their recent Northern Powerhouse event. We’re working hard to get exposure, attending events and conferences, and in September we exhibited at the
Business Travel Conference with 300 corporate buyers and procurement teams to promote TPE services. On top of this, we’re working to obtain data and understand which businesses are using which of our routes, so that we can engage with the corporate community directly across our network. Julie Cooper, Membership Manager for GMTC, said: "We welcomed TransPennine Express as a GTMC Industry Partner in January this year, and it’s been a very fruitful 2017 so far. Most recently, the team were a major force at our Northern Powerhouse event in Manchester, and all our members in the business travel community have benefited from their valuable industry insight and expertise at our AGM, Overseas Conference and Surface Strategy Group sessions. "We look forward to continuing to work together as the business travel sector strives to close the North-South economic variance, and to enable UK plc to reach its full potential from a level playing field."
Our first corporate contract This August, we kick-started our relationship with RBS, who are looking for cost savings and reduced carbon emissions. With our recent launch of Wi-Fi, and their employees able to travel in first class from Manchester Piccadilly to Edinburgh, our trains are the perfect alternative to flying, and the RBS Procurement Team are keen to support this. By targeting their PA network, hosting travel roadshows and using their internal communication channels, we’re encouraging RBS employees to book with us more frequently.
6
TRANSPENNINE EXPRESS
THE BIG PICTURE
The FirstGroup As a colleague of TransPennine Express, you are also part of FirstGroup – the leading transport operator in the UK and North America.
F
irstGroup has been growing rapidly over the last 20 years, seeing us become the leading transport operator in the UK and North America. Every day, on both sides of the Atlantic, we are relied on to connect communities, making it easier for millions of people to live their lives.
Our services open up opportunities and experiences and help to create strong, vibrant and sustainable local economies. With an increasing global population and rapid urbanisation, we have the opportunity to be the organisation that solves the problems of our increasingly congested world, and helps people, communities
FIRST RAIL UK First Rail consists of four UK rail franchises – TransPennine Express, Great Western Railway, Hull Trains and, the latest addition, South West Rail. Since First began running rail operations, we have introduced more than 740 additional vehicles across our various franchises, which has also led to the creation of new depot facilities and jobs.
and society to prosper. There are big benefits to being part of the FirstGroup family. Through groups called Areas of Expertise (AoE), divisions work together to share the great work we’re doing. By doing that, we become better. “Because we’re part of a huge organisation, we can share suppliers,”
Our vision is to provide solutions for an increasingly congested world, keeping people moving and communities prospering. Our Values l Committed to our customers l Dedicated to safety l Supportive of each other l Accountable for performance l Setting the highest standards FIRST BUS UK One of the largest bus operators in the UK with approximately 6,200 buses and around a fifth of the local bus market. There are 17,500 employees serving eight of the 11 most densely populated cities in the UK.
TAKING THE NORTH FURTHER
family explains Darren Higgins, TPE’s Commercial Director, who sits on the Customer Experience AoE. “FirstGroup has purchased the Salesforce Customer Relationship Management system. Buying as a group has given us massive economies of scale and synergies. We rolled this out recently, as have First Bus and Greyhound. We’re all using this system to communicate with our customers and send target offers. We’ve also recently purchased Google Analytics premium. This tool will allow us to understand how effective our digital marketing is.
“I really benefit from meeting my opposite number in other FirstGroup businesses – we share supplier details, learnings and experiences with one another.” Sue Whaley, HR Director, who is part of the Engagement AoE group, added: “At the moment, we’re working on a project with Great Western to enable frontline managers to spend more time with their teams.” FirstGroup has five divisions: First Student, First Transit, Greyhound, First Bus and First Rail.
7
FIRSTGROUP IN FIGURES
FirstGroup employs more than
110,000 people in the UK and US
Collectively, FirstGroup businesses carry more than
FIRST TRANSIT
US, CANADA, PUERTO RICO, PANAMA & INDIA First Transit is a market-leading operator in each of our principal segments, which are fixed route bus services, paratransit, shuttle bus services and vehicle maintenance services. Our customers include transit authorities such as federal, state and local transportation departments and private institutions including universities, hospitals and airports. With more than 310 operating locations, we transport more than 350 million passengers a year.
GREYHOUND US & CANADA
Greyhound is the only national operator of scheduled intercity coach services in North America, serving 48 US States and ten Canadian Provinces and Territories. Greyhound celebrated its 100th anniversary in 2014, and we employ 6,500 people and carry around 16 million passengers a year, who travel more than five billion miles a year on our fleet of around 1,600 vehicles.
FIRST STUDENT
2.2 billion
passengers a year
Revenues of over, approximately,
£5bn a year
US & CANADA
First Student is the largest operator of the familiar yellow school bus, which keeps millions of students moving every school day. We operate in 470 locations across the US and Canada, working with school districts to provide safe, reliable and cost-effective transportation for five million students per school day. We employ 50,500 people and have 44,000 buses.
We operate, manage or maintain combined fleets of
50,000 vehicles
TIME TO CHANGE
Mental health matters
Did you know?
How we’re facing up to mental health problems, and helping our colleagues – whatever their battle may be.
Type to change: Chris keeps a regular blog
Mental health is the number one reason for absence in the UK
TAKING THE NORTH FURTHER
“I want colleagues to know that there’s always help available at TPE. More champions means more conversations, so if you want to become a champion, simply visit www.time-to-change.org.uk and sign up with your pledge.”
C
hris Gunns, Conductor at our Sheffield depot, is a Time to Change ambassador, and a sufferer of depression. Here, he tells his story: “I’ve had a few bouts of depression in the past, but in the run-up to Christmas 2016, I was really suffering. I had no motivation, and started to have dark thoughts. “My wife took control of the situation, booking me in at the doctors where I was diagnosed with a depressive disorder. Life around me didn’t feel real; I was like a character in a play watching Christmas act out around me. “I was signed off from work, but started to feel guilty, like I ought to get back despite my state of mind. When I did get in touch with my manager, Andy McLeod, we agreed on a phased return – and my doctor insisted that this was on my terms – I needed to put my mental health above everything else. After a month, I was back into the swing of things. “Now, I want to help to inspire a culture of openness and understanding at TransPennine when it comes to mental health. This is the pledge I made to Time to Change, a nationwide mental health campaign. “As part of this, I’ve started writing a blog so my family, friends and colleagues can start to understand mental health problems – it feels good to use my depression constructively. I’ve had great feedback and I’ve helped other people start conversations about mental health that they might have been avoiding.” To read more about Chris’s mental health journey, visit his blog mydepressionmystory.blogspot.co.uk
9
CHRIS GUNNS, CONDUCTOR (SHEFFIELD DEPOT)
A problem shared… Our mental health awareness course helps managers to identify
mental health problems, and gives them the tools to help. Chris attended a course to see what he thought: “I thought it was great – it challenges perceptions and reactions. There’s no one way to act as all illness is different, but looking for changes and asking how people are feeling is a good start.” We are also currently working on a programme designed for front line individuals to manage their mental wellbeing. Dates of these courses will be released soon. Simply email L&D.admin@firstgroup.com
to find out more and book onto a course.
Did you know? By 2020, depression will be the biggest employee disability in the UK
Here to help If you feel like you need support with your wellbeing, Validium can help. For confidential support 24/7, simply call 0800 358 4999, or join the online support vClub at validium.com, username: firstgroupTPE password: network
10
TRANSPENNINE EXPRESS
Keeping customers moving DAY IN THE LIFE
Did you know? Our customers' favourite sandwich is BLT
Our team of customer hosts keep our customers fed, watered and happy, wherever their journey takes them. Together spent a day with Sarah Fortin, On Board Host, to see what it’s like. Sarah Fortin has been with TransPennine for ten years, and knows a thing or two about navigating our trains with a trolley. “I joke that I’ve got train legs – when I’ve been on holiday I can tell, as I’m more unsteady! Some routes are wobblier than others – the Manchester-Leeds route is probably the toughest that I do, but I’ve heard that some Scottish routes work your legs! “Sales on board depend on everything from the route, to the day, and the time. You sell more on Fridays, in general, and on hen and stag do routes, to places like York and Liverpool, you’ll sell more alcohol. “I love my job because it’s different every day – you never know what customers you might have.”
Sarah's Schedule
9.36AM
5.00AM
7.40AM
8.36AM
I’m up early before a busy day. I live in Preston, and need to be at Manchester Piccadilly for 7am before boarding my first train.
My first trip of the day, from Manchester Piccadilly to Leeds. At this time, it’s always busy, and coffee is the most popular item on my trolley!
I get to Leeds and meet up with Kim Uzoma. She’s an EPOS Trainer and she’s helping me to get to grips with our new payment system.
LOCAL FARE
On our trains, we serve Walkers Shortbread from Scotland.
Yorkshire Crisps from Sheffield.
After an hour in Leeds, charging up the trolley to keep the water hot, we’re back on the track. I load onto the train at Coach C, by First Class, where the trolley hub is. The Customer Service
colleague who works on the platform helps me out, pushing the trolley up the ramp and onto the train. 9.45AM
I serve First Class first. Before 11am, they get a fresh pastry, porridge or Our lemon drizzle is baked in Northallerton.
TAKING THE NORTH FURTHER
11
Did you know? We cover 134,615 catered miles each week
Did you know? We serve over 12,000 packets of crisps each month Did you know? We serve over 200,000 cups of coffee per year
Embracing EPOS
Refreshment: Sarah serving a happy customer
a biscuit, with fresh orange juice and a hot drink. After that, they’re offered crisps and cakes too. 10.32AM
We arrive back in Manchester Piccadilly – I’m halfway through this shift. First-class customers can also enjoy our Scotch eggs baked in Yorkshire,
10.41AM
11.00AM
11.36AM
After a very quick changeover, we’re back on the move. A journey at this time tends to be a bit busier for sales as customers fancy a mid-morning snack.
My first card sale of the day! Kim is on hand to help me out as I familiarise myself with the EPOS system (the new software that allows us to take card payments onboard).
We’re back in Leeds and it’s time for a break – as I was up so early, I’m happy to have an early lunch!
our pork pies baked in the heart of Greater Manchester
All of our Customer Hosts have been trained in the EPOS system now (Electronic Point of Sale), meaning customers can pay how they choose, including contactless, card and Apple Pay. It’s faster, more convenient, and thanks to an automatic calculator, there will be less payment errors. Manchester. Today’s shift was only six hours; sometimes they’re up to 12. You do a lot of steps on those days!
12.36AM
My final train of the day takes me back to or our delightful blueberry, apple and cinnamon or cranberry and white chocolate muffins baked in the heart of Lancashire.
12
TRANSPENNINE EXPRESS
Moral support: Our stall at the Great Manchester Run
Glasgow
"The beauty of these partnerships is that they’re beneficial to both parties."
PARTNERSHIPS
Uniting the North
LISA HEWITT, PARTNERSHIPS MARKETING MANAGER
The partnerships we’re striking across the North to inspire people to travel across our network.
W
e’re constantly working with a variety of organisations to create campaigns to motivate and inspire people to make a move and get on our trains. Lisa Hewitt, Partnerships Marketing Manager, explains the power behind these partnerships.
“The beauty of these partnerships is that they’re beneficial to both parties,” explains Lisa. “Combining with companies like Visit Leeds, Marketing Liverpool and Make It York provide the opportunity to extend our marketing activity – we reach more people by tapping into their influence. “We give companies poster space at our stations, and use a range of marketing tools, including social media, blogs, email, and our website. Likewise, they talk about us through their channels. For instance, we have a TransPennine Express booking widget on the Visit Leeds and Visit York websites. “We also work with companies on a referral basis and receive income from referrals. When customers book fares online with us, after payment confirmation, we’ll show them a laterooms.com advert, encouraging them to find a hotel through them. We like to work with people who enhance our customers' experience. “We also work with companies like Super Break, providing them with fares to put in their packages – it’s another method of distribution for our tickets. Customers like the one-stop approach – and it still gets them onto our train, and exposes them to our brand.”
BRITISH STYLE COLLECTIVE – LIVERPOOL “This was great for us as it was a new event for Liverpool, and it appeals to a younger audience, which we want to tempt onto the railway. Attendees received 20% off their British Style Collective ticket as long as they travelled by train. We advertised a prosecco offer through the British Style Collective channels too – encouraging people to enjoy some fizz and start their experience as soon as they boarded the train.”
MARKETING MANCHESTER Every year, we partner with Marketing Manchester on their domestic marketing activity, to get people to travel to their Christmas markets from further afield.
TAKING THE NORTH FURTHER
GREAT RUN SERIES
Edinburgh
We work with the Great Run series on all their races that take place on our network: Newcastle, Glasgow, Edinburgh and Manchester. These are city centre events with mass participants, making it a strong partnership. We include key messages on their website, in participants' emails and in the pack each runner receives. This also includes information about advance booking at tpexpress.co.uk, encouraging people to travel to the events by train. At Manchester, Newcastle and Glasgow, we set up stalls too – giving away sweets and branded bottles to participants and supporters alike to raise our brand awareness.
13
VISIT HULL AND EAST YORKSHIRE HULL CITY OF CULTURE For 2017, we supported the Hull City of Culture through our digital channels – we dressed the station and put their logo on one of our trains to celebrate their status.
Newcastle
We put together a bid with Visit Hull and East Yorkshire for Visit England, to support a campaign to encourage visitors to the UK coming for Hull City of Culture to extend their stay and travel further across the region. Linking Liverpool, Manchester, Leeds and Hull, we created a North of England 4 in 8 Day Rover for travellers – a ticket to tour the North. This ticket is also useful for targeting people arriving by air into Manchester and encouraging them to travel further north than London.
LEEDS FESTIVAL For seven years, we’ve sponsored Leeds Festival. It gives us great exposure to this key demographic. We offer festival-goers discounts to Leeds, and integrated tickets, so they can catch a First Bus to the festival site itself.
Hull Leeds Liverpool
Manchester
Sheffield
14
TRANSPENNINE EXPRESS
RISING STAR
WINNER TOGETHER, WE'RE TAKING THE NORTH FURTHER
Future th NEW TALENT
This year, TransPennine kicked off our first ever Get Into Customer Service programme, in partnership with The Prince’s Trust.
D
edicated to helping young people get into jobs, education, and training, The Prince’s Trust helped us to identify ten younger people for the scheme.
On stage: Andrew accepts his award from Leo Goodwin
The only way is up…
They then spent four weeks learning the ropes of the rail industry, based either on board, at Manchester Piccadilly, Manchester Airport, or Huddersfield.
"We were genuinely blown away by some of the young people."
…for Andrew Ferguson, our Rising Star Award winner. After just six months with the business, Andy Ferguson was crowned our Rising Star. His nomination celebrated his forward-thinking attitude, stating that: "Andy always goes above and beyond for both our customers and his colleagues; he does it with a smile on his face and is a pleasure to work with." “There’s only the three of us at Thornaby station,” explains Andy, Customer Service Supervisor. “This means pitching in all over the station: opening, closing, assisting customers and conductor changeovers. We’re busy for a small station! “Everyone always says that with rail, you have a job for life. And it really is like joining a family – you know everybody! “I was so surprised when I won the award! I took my mum to the awards do – which she loved. I live at home with my parents and our four dogs, three cocker spaniels and a cockapoo; it’s a bit of a mad house!” “In the future, I’d love to work at head office – making a difference across the wider network.”
Aged between 18 and 26, the trainees experienced both work and training. They took part in our Disability Awareness training, and World Host training – giving them a qualification to keep – and practised their interview skills with colleagues. Shirley Bluff, HR Manager, is The Prince’s Trust project lead at TPE: “This initiative is important for the diversity of the workforce; previous to
SHIRLEY BLUFF, HR MANAGER
“From the first meetings I had with TPE, it was clear we had total buy-in, a willingness to work with and learn from The Prince’s Trust and 110% commitment to making sure that the Get Into Customer Services programme was a quality experience for the young people.” Peter Yarwood, Programme Manager, The Prince’s Trust
TAKING THE NORTH FURTHER
15
hinking this placement, none of the trainees had ever considered a career in this sector! As well as this, it helps local young people gain all-important employability skills. “We found that in the classic interview set-up, the younger people would struggle, despite knowing the answers. So, instead, we did walk and talk interviews around the station, where they told us everything they knew about safety, customer service etc. On the back of that, we were delighted to offer jobs to three of them, and they’re now full-time colleagues in the Revenue Team at Manchester Airport!”
Front line: Callum Morris is part of the Manchester Airport Revenue Team
Meet Callum Morris “I was signed by Manchester City when I was nine, and always hoped to become a footballer,” explains Callum Morris, Revenue Protection, Manchester Airport. “When I suffered an injury, it was back to square one. “It was thanks to the job centre that I ended up with The Prince’s Trust, and was then selected for the Get Into Customer Service programme at TransPennine Express. “I shadowed Chris Briscoe on board trains, and after four weeks I felt like part of the TPE family. When I was offered a permanent role, I was over the moon – I want to stay with TPE for as long as possible.”
16
TRANSPENNINE EXPRESS
On patrol NETWORK SAFETY
Two TPE colleagues have recently qualified as Special Constables for British Transport Police (BTP) – playing their part in keeping our customers and colleagues safe on the network.
C
olleagues Dave Madden and Sophie Swales are our first employee supported Special Constables. Every month, they'll be released from their day jobs for eight hours to volunteer on the network.
By joining BTP, Driver Dave Madden is fulfilling a childhood dream... "When I was a little boy, I wanted to be one of three things: a train driver, a policeman, or a pilot. As a train driver now, I jumped at the chance to incorporate two out of three of my boyhood dreams by training to become a Special Constable too. “I’ve been a train driver for the last ten years, and spent the last five years based in York with TPE. I love what I do, but also enjoy the chance to get my teeth into something new. “As a dad to two youngsters, my twoyear-old twins, I feel like becoming a Special Constable gives me the chance to impact positively on our community, to make a difference.
“It was quite a gruelling recruitment process. It started with an online application, followed by a trip to London for an assessment day, and then a presentation to Nicola Buckley. Once Sophie and I got our yesses, we then spent four weeks training in BTP facilities in London, with 20 other new BTP recruits. It was great fun. “Being out and about on the network appeals to me because I get the opportunity to chat to a lot of people – I don’t get that chance in my cab! We have to volunteer at least 16 hours a month, eight hours of which falls into my work time, thanks to TPE’s sponsorship."
“Becoming a Special Constable gives me the chance to impact positively on our community.”
DAVE MADDEN, DRIVER, YORK
TAKING THE NORTH FURTHER
17
Special Constable Sophie
S
ophie Swales has been with TransPennine for two-anda-half years, and is based at Hull station. “I’ve always wanted to be part of the police force. Before applying for my current role at TPE as a Travel Advisor in the Booking Office at Hull, I had just started the recruitment process for Police Community Support Officer – I got through, but only after starting, and enjoying, my job at Hull. “When I was younger I watched
every police programme I could find on TV, so my first shift felt awesome. We arrested someone and took him to custody – so I already feel like I’ve learnt a lot. Being sponsored to train and to volunteer by TPE is really the best situation I could have asked for. “I’ve been brought up to see right and wrong, and want to fix things when I can. I have a strong moral compass, and I think this will come in handy as I get to grips with this new role.”
Strong competition Nicola Buckley, Engagement and Development Manager, says this about the new recruits: “Originally, we only intended to support one TPE colleague in their training and duty release but following a rigorous selection process we selected both Dave and Sophie. They both demonstrated a commitment and passion for their current roles, and
the opportunity to be a BTP Special Constable. The training they’ve received will not only benefit themselves, but other colleagues, our customers and the wider community, and this will strengthen our relationship with the BTP.”
18
TRANSPENNINE EXPRESS
COMMUNITY STAR AWARD
Top planner
Team effort: Luke and the TPE team hand over a cheque to the Railway Children following the fourth Tyne Tees Tracker
Community Star Award winner Luke Gardner has been the man behind the last six charity charter trains, bringing rail people together for a good cause. I never expected to win,” explains Luke, Permanent Timetable Manager. “I was up against Felix the Cat (well, Jack Kempf, Communications Officer), and I assumed she had it in the bag!
“It was a great feeling because it feels like a win for us all, for every driver, conductor, on board host, anyone who has ever volunteered for one of these trains. “Our charity charter trains give train enthusiasts the chance to ride on unusual sections of the track, including freight
“It was a great feeling because it feels like a win for us all.” LUKE GARDNER, PERMANENT TIMETABLE MANAGER
loops and goods lines. We give their fares to charity: normally the Railway Children, but we’ve also donated to Prostate Cancer UK and Cancer Research UK. Our colleagues doing the Three Peaks by Rail challenge often volunteer as part of their fundraising efforts – that’s how I first got involved! “It takes a bit of organising, I liaise with Network Rail to agree the route and the timings, and with the Branch Line Society to sell the tickets. Every time I organise one, I swear to myself I won’t do it again – they’re exhausting – but I do! “I love seeing people on the train looking happy, and knowing we’re raising money this way. “A special thanks must also go to Tim Brawn, who recently left TPE, but was also heavily involved in organising the charity trains.”
Starring: Gavin Mulloy SOCIAL MEDIA SHOUT-OUTS
19/09/17 Once again@TPExpressTrains showing that they have the best staff on the rail network. First-class customer service. Made a bad morning much better!
IN NUMBERS… Organise a charter train every
9-12 months Raise up to
£15,000 per train Raised
£125,000 so far
If you want to get involved in the next charter train, simply email Luke at luke.gardner@firstgroup.com
Starring: Lukasz Kaperski
19/09/17 @TPExpressTrains Excellent service from Lukasz with free drinks and snacks for all on board. Very kind and thoughtful for all us weary travellers.
TAKING THE NORTH FURTHER
19
FLEET REPORT
Word on the fleet Checking in on the progress of our three new fleets.
The CAF MK 5a build – the first fleet to be introduced from next summer, is progressing well. The first set is painted, and in various stages of wiring, insulation and internal panelling fitment, with the second set close behind. The most advanced coach has the majority of the internal panelling fitted, the kitchen equipment installed, the toilet fitted, the carpet installed and all the luggage racks fixed to the walls.
In Japan, the Hitachi fleet is progressing nicely, and the first two trains are set to arrive in summer 2018 for testing. The welding of the bodyshells has started at the factory in Kudamatsu, and toilets and cab desks are in production too. By March, they will be ready for their long trip halfway across the world!
The first-class CAF Cl 397 Civity trains have now started final assembly in Beasain, in Spain. The first stages are to instal items not normally seen, such as thermal insulation in the cab and saloon areas, cable trays and cables. During October, major items such as the toilets, couplers, windows and air-conditioning components will be fitted to this vehicle, with other vehicles lined up to be next.
COMPETITION
Smart speaker We have an Amazon Echo speaker to give away to one lucky colleague. The Amazon Echo lets you go hands free – controlling the speaker with just your voice, wherever you are in the room, and it's constantly connected to all your favourite apps.
Q. How many customers does FirstGroup carry collectively every year?
WIN!
Simply email your answer to TPEcommunications@firstgroup.com with the subject line ‘Competition’, for your chance to win an Amazon Echo speaker. Good luck!
Starring: Amanda Spencer
21/09/17 Top work @TPExpressTrains 14:41 train from MCR to Hull - just wanted to say that Mandy is lovely and a credit to your company #HappyStaff
Starring: Steve Wilson
22/09/17 @TPExpressTrains very impressed with your kind, patient and informative staff #13:09leedstolpool
STATION OF THE YEAR
Head to Huddersfield Grand buildings, successful sports teams and famous felines – Station Manager Andy Croughan explains why Huddersfield is worthy of the hype. “We’re a great team at Huddersfield – every single one of us wants the station to be the best it can be. This means working together well, but also taking on individual responsibility. Many team members take on projects outside their role, obviously everyone pitches in with Felix, but we also have team members creating community projects and volunteering time to wider projects, such as safety and the new trains."
CULTURE STOP
“If you’re after a bit of culture, there’s an annual literary festival too, not to mention the S’Huddersfield Trail – the ghost walk around the town!"
WINNER TOGETHER, WE'RE TAKING THE NORTH FURTHER
ALE BE BACK
THE GREAT OUTDOORS
“Huddersfield has a proud heritage – there are 1,600 listed buildings, and the station itself is pretty grand. But if you’re more into countryside than constructions – 72% of the surrounding area is countryside, and we’re spoilt for choice when it comes to walks, with cycle trails and the canal too.”
“Huddersfield also boasts the most microbreweries in the UK – so we’re a destination for beer lovers. There’s an ale trail, and a food and drink festival hosted right on our doorstep, in the square outside the station."
GET BEHIND 'EM!
“People come to Huddersfield for different reasons. We’re a sporty town, and we host football and rugby fans alike for Huddersfield Town and Huddersfield Giants. With Town in the Premier League this season, we’ll be expecting more than ever!"