William Murchison

Said the following about Andy McClements:

“Andy is a manager who routinely goes above and beyond to deliver great customer service. His role sees him managing all the processes behind the scenes that allow our frontline colleagues to do the great job that they do, however this is not enough for Andy, who can often be found out on the network actively taking part in delivering customer service.

With a background in frontline roles at stations, Andy has held positions at Warrington Central, Manchester Airport station and Team Leader at Huddersfield. This thorough grounding in customer services and railway operations has prepared Andy well for his current role where he is responsible for TPE’s Cleaning contract, Rail Replacement coaches, Train crew taxis and Social Media.

Andy’s attitude to his colleagues is full of warmth and support. A specific example is his help extended to the train planning team to prepare engineering work plans. Andy volunteered his help, and now manages the administration of the all-important ‘PosEv’ cross-functional planning meeting where the responses to upcoming Possessions and Events are discussed.

He devotes time through the on-call roster to manage incidents outside office hours and support the Control Room staff when they are managing the real time train service. Andy is known to keep an eye on the operations over the weekend and liaises with Rail Replacement coach suppliers when things are not going according to plan.

Andy’s natural charisma sees him easily cut through difficult situations bringing colleagues along with him. A good example is his diplomatic handling of delay minutes accruing from Rail Replacement transport on a day with significant traffic jams in central Manchester.

Andy redesigned the ‘in-transit’ cleaning diagrams. He achieved an increase of 257% of trains covered by cleaners on TPE’s key Trans Pennine Main Line route between Liverpool, Manchester, Leeds, Hull, York, Scarborough, Middlesbrough and Newcastle.

With a great sense of humour, Andy has been the natural mentor for some newer members of staff. His adaptability is shown through his organisation of ‘Tweet the Manager’ and ‘Meet the Manager’ together with other members of his team. When attending these sessions he is known for his empathetic manner with the public and enthusiastic support for the staff.

Andy has accomplished a lot in this varied role and is a significant force in driving the high customer service standards of the TPE operation.“