The RailStaff Awards 2024

Nominations for Rail Team of the Year

Sultana Pasha

Said the following about Customer and Community Ambassadors Ambassadors team:

“Since MTR Crossrail began operations in May 2015, the Customer and Community Ambassadors team have been actively engaging with customers and communities along the TfL Rail route.

The team quickly became the face of TfL Rail. The Ambassadors ensure that the public are informed of the Staged Opening Programme as the business get closer to introducing the Elizabeth Line. The diverse engagement sessions has allowed people from all walks of life and hard to reach groups to understand, learn and be a part of the Crossrail/ Elizabeth Line project.

The team play a key role in engaging with customers and communities across the route. Each team member plays an important role in delivering an excellence in service to our customers and staff.

The team is managed by Katrina who is a very positive and passionate individual. Her energy filters through to the wider team, allowing the team to grow personally and professionally.

Team leader Sultana is an original member of the Ambassadors team. Sultana had established engagements with Community Groups, stakeholders and service users from early on in the operations. With thanks to the support of wider teams in the business and their valuable input, these engagements are regularly reviewed and revamped making these relevant for the ever changing customer base.

Natasha who is informally referred to as 'the creative director of the team', builds on social media content promoting ambassadorial work. Natasha’s fantastic work has been retweeted by the likes of singer Sam Smith and Network Rail directors. Her work has had a direct input in raising Twitter sentiment among our customers.

Recent recruits of the team Alex and Rosemary, have played important roles in engaging with communities along the Western route. Within a 5 month period, Alex and Rosemary have developed strong relationships with schools, business partnerships and local authorities across the western section and with the stakeholders at Heathrow Airport. Their enthusiasm and dedication is second to none and this has been recognised by industry partners including the other Train Operating Companies.

Walking and Cycling Ambassador Laura, has a challenging role in promoting sustainable travel options to railway users. Laura has very quickly understood the Mayor of London’s Transport strategy and has implemented the Healthy Streets initiative in her work. Laura holds twice weekly cycle surgeries across the network which are growing in popularity.

Rachel is the accessibility lead for the team. Rachel ensures that company practices and station designs are accommodating to those with barrier to travel. An important piece of work, Rachel ensures compliance to that which is set out by the Office of Rail and Road from an accessibility perspective.

The team lead on bespoke accessibility trips for those who have a barrier to travel with the focus being for the customer to have independent and sustainable travel.

Safeguarding ambassador Richard, has supported over 25 vulnerable persons across stations. His life saving interventions have meant people have been able to get the support they need, whilst preventing trauma to train drivers and passengers. Richard works closely with the Samaritans with their many events held around the network.

As demonstrated above, the team have a vast range of areas of focus. The dedicated team members also respond to periods of unplanned disruptions and incidents on the railway by providing visibility across the network, supporting the Control and Operations functions of the business .The team continuously liaise with the wider business to provide support where needed.

The Ambassadors have led on numerous engagement initiatives to enhance customer experiences and perceptions, whilst making relevance to support business regimes.

Whilst the team have an important role in engaging with groups, they also engage well with staff, bringing fun into both the Head Office and stations. Breakfast mornings and special visits by Santa and his elves at Christmas are just a few of the events led by the Ambassadors.

On average, the team deliver 35 engagements per period. Sessions cover areas including, accessibility, school/youth engagement and safety/security. With this, the team work closely with British Transport Police and Land Sheriffs to maximise impact throughout each engagement.

The enthusiasm, dedication and hard work does not go unnoticed. Much positive feedback has been received from various community partners expressing gratitude post engagement.

The roles of the Community Ambassadors is unique to the transport industry. They bridge the gap between customers, community and the railway.They provide insight and exposure to railway operations for those who express interest; promote safety and citizenship to youth groups/schools through the station adoption programme; support Samaritan volunteers following incidents on the station and advocate innovative surprise and delight customer engagement sessions.

For the reasons listed above, I believe MTR Crossrails Ambassadors team make strong candidates for the Team of the year category. They deserve recognition for the outstanding work they deliver on a daily basis.“