Recruitment
“I haven't know Andy for long but he is one of our longest standing ICT members. Whenever I suggest a new approach, Andy is very supportive but also knowledgeable and will always help to find a way to ensure our customers are the heart of the operation if a humanitarian approach is required.
Andy will always find ways to improve the business and more importantly takes ownership. His dedication is a real asset.“
“Andy is a fantastic Manager to work for. Not only will he always fight your corner but he is available to support at any time, day or night.
He works more hours than any other person I know to ensure that the best quality service for our customers. No task is too big for him to tackle and no problem is too trivial to seek his help or advice over.
Andy really understands the true value of our customers and fights to put them first.
I've worked with Andy as my Line Manager for a little over a year now after stepping in to a new role and whilst I was nervous to take on this role, Andy has been nothing but a great support to me, driving me to do the best job.“
“Andy joined Chiltern Railways from outside or the Rail Sector and had developed his Rail Knowledge to combine this with experience of project management and leadership. This has ensured Andy could support the business in developing its project delivery, customer engagement and internal people development with the subsequent results being a rise in the National Rail Passenger Survey Scores.
His attention detail is very high and commitment to working long hours to ensure his team are developed and supported has been commented on by all in the business. In taking a different approach, we have developed many key customer facing projects that will deliver an enhanced customer experience. During a period of change within the team, Andy has taken the time to ensure he supports industry growth through the RDG, group wide benefits for multiple TOCs and Chiltern Railways.
He also led the Aston / Chiltern project to develop gamification aimed at improving PIDD, which has being rolled out over the past 12 months.“
“Andy shows real drive and determination to enhance our customers experience at every opportunity. He champions change and challenge of the status quo within our team.
Andy understands that internal customer service is really important in shaping how a business manages change, moves from good to great and supports the development of it's people.
Andy has been really supportive to me since I moved into a senior management position, helping me with advice, sense checking decisions and plans and is a real credit to himself as well as the wider industry.“
“Andy is fantastic to work alongside. He has been instrumental to my personal development over the last 18 months through being a coach, mentor and always there to listen or help in a crisis. He works at a phenomenal pace, always sets a good example and has strong moral values. He'll dump the day job to coach others to get their job done and always fights the customer corner. I couldn't think of anyone better to win the Rail Manager of the Year.“
“I have worked alongside Andy since he joined Chiltern and he has always been very supportive and had a positive impact on my career progression and encouraged me to step outside of my comfort zone.
Andy works at such a fast pace, continually fights for the customer and his staff, and has a real passion for moving from Good to Great. He has played a key role in delivering changes within the business and is always looking at ways we could improve and do things differently.“
“I've been in my current post for about 8 months and Andy has been outstanding in helping me develop as a new manager. He always challenges in the right way and has time to speak no matter what the time of day or night. Andy is one of life's finishers and always has about 30,000 things on the go at the same time but still has time for his team which is an amazing quality to have. To be able to speak to him about anything marks him out as someone that should be recognised with this award.“
“Andy is an excellent manager who leads by example and sets the standard for his colleagues. Andy will raise question after question to ensure he has all the data required to make a business decision and will not react emotionally nor be pressured to conform just to get something over the line. If it is to be done right then all facts, costs, recommendations etc. needs provided to Andy so he can reflect, review and then confirm or challenge. This is rare nowadays as many managers make snap decisions only to find several months later it was not the correct decision but by then the die has been cast.
One impressive trait is that Andy is always willing to drop his heavy workload to support those colleagues who seem overwhelmed by a particular task or even a personal issue. I have witnessed first-hand how Andy supports those staff without fanfare nor to seek self-gratitude or praise and does it simply because he is a good guy and wants to help. Andy has also volunteered at times with Walthamstow homeless charity though to be fair his potato peeling skills leave a lot to be desired. I as the Facilities Manager responsible for delivering a seven figure portfolio to Chiltern could simply not deliver our services without Andy's support, knowledge and professionalism .To summarise Andy is a credit to Chiltern Railways and only wish all my Facilities clients had an Andy Poole.“
“Andy always goes over and beyond for his team and for the customer. He's an energetic and proactive person who helps people reach their potential.“
“Andy is a very worthy nomine. He has a can do attitude and any problems or issues he encounters he tackles head on and finds a way to solve them and get the results needed.
He is always available night or day and weekends if you need his help with anything (which in my role as an S.I.C. I find extremely helpful)
At C.I.D.G he demonstrates the same can do attitude and he isn't afraid to change the way things are done to get results, he doesn't believe just because things have always been done a certain way that it can't be altered to gain the same or better results which is why he deserves to win.“
“I have nominated Andy as not only does he lead by example in terms of Customer Service he also really cares about his colleagues.
He is very approachable and cares about all staff and encourages them to do the right thing for the customer by making them feel empowered. He always offers his full support to the team and makes the time to help us with any issues.“
“Andy is a great manager, very approachable and he's supportive of his colleagues.
He's too hard working and will make sure that everyone is seen to if they have a problem about their task or issues.“
“Andy is the arguably the most customer-centric transport manager I have come across in 25 years working in the industry across many sectors and at different levels, including as a customer service columnist in the trade press. He is a beacon of excellence and combines his obsession with delivering high quality customer service with an amazing level of structure and an ability to imbue this amongst his team, peers and the wider organisation, creating the right framework to manage customer service consistently on a day-to-day basis. He is incredibly data rational and uses this skill to identify the root cause of customer shortcomings and identify and prioritize management action. His communication skills and diplomacy is first rate and when it comes to work ethic, I've never quite seen anything like it. He is a truly incredible individual. Andy embodies everything that I coach and mentor people to be like in the industry when it comes to customer service - he sets the standard for all to benchmark against.“
“I have worked alongside Andy on an Arriva group project - me as sponsor and him as the project manager - and been very impressed with Andy's absolute commitment to delivering a great customer experience. The industry needs people like Andy in every part of it, in order that we always remember why we are doing what we are doing and then measuring the results to continually refine the customer offer.“
“Andy is such a motivating person, he is full of energy and a pleasure to work with. He has excellent people skills and really knows how to get the best out of people he works with.“
“There is always someone at work who makes you smile and this is Andy. He is personable, approachable and always there to support and encourage you. He is focused, driven and a huge asset to Chiltern Railways. Andy gets my vote for Rail Manager of the Year...“
“Working for Mr P is a pleasure, Andy is an extremely supportive and passionate manager, he always has the ‘can do’ approach and welcomes projects and challenges. Andy makes time for his colleagues and is a motivator, he empowers staff to speak freely about concerns and issues.
Andy will ensure that he works with you to seek resolutions, offering guidance and support, encouraging you to excel with your results.
When times of need arise Andy will be the first to step up, straighten his bow tie, put on a high vis and get out on the frontline providing assistance and support to staff and customers. Andy has excellent leadership and guidance skills and nothing is ever too much. He has a very methodical approach to work and his work ethic is outstanding, he never sleeps! Andy encourages everyone to lead the way with customer satisfaction and is passionate about recognition of going the extra mile and excellent performance.“
“He has made sure that the individuals under his management are honest, helpful and devoted to making their patch, of the rail network, the best it can be.“
“Andy cares passionately about everything he does and is always willing to go the extra mile. A true leader, he sets a great example to all those who work with him.
His natural charisma ensures his team deliver and the customer benefits from the great work they do. A pleasure to work with!“
“Andy is not only hardworking, diligent and totally customer focused, he is also able to think strategically and innovatively. Andy has worked with Aston University on a number of innovative research projects looking at improving customer service; such as gamifying front line staff training, and bringing in the use of virtual reality technologies. He is committed to making rail services better quality and more accessible for passengers. In addition to these qualities he also a very effective project manager and very personable chap!“
“Andy is passionate about customer service and has the drive to create positive change while maintaining a rapport with, and actively seeking, listening to, and acting upon the opinions of others, all while maintaining a good sense of humour.
I have worked with Andy on industry-academic partnerships with the RSSB focused on driving innovation across the sector. His contribution has been key to the success of these partnerships and the communication and promotion of solutions to multiple individual TOCs, industry bodies such as the RDG and innovation networks, and government. These projects have concentrated on innovative ways to develop staff, stimulate organizational improvements, manage disruption, and improve accessibility, all focused on improving the rail experience for customers and staff alike. Andy, despite his significant workload, has demonstrated drive and determination to achieve positive results – nothing is too much trouble! This drive and determination is not limited solely to himself, I have witnessed him actively providing support to his colleagues on a professional and personal level on numerous occasions, leading and encouraging them to achieve their goals and ensuring their wellbeing. Similarly Andy’s passion for customer service and helping others is not limited to his day job, he can be seen helping rail customers outside the workplace and volunteering at soup kitchens. Working with Andy has always been a pleasure and something I hope continues for some time.“
“The event was fab, and both myself and Isabelle thoroughly enjoyed ourselves!”
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