Mark Evans

Said the following about Charles Liburd:

“Always a team player

Always supportive

Helps you personally to achieve your goal

Pays his way at lunchtime

A joker

And makes the day at work an enjoyable one..

Very much a company man....

Cut him and he would bleed green“

Carys Thomas

Said the following about Charles Liburd:

“From Cardiff to Cheltenham, Charles is known for his friendly approach and kind (& chatty) nature. Whether it’s assisting other TOC’s on his journey to work, helping out on board, assisting customers with luggage or simply speaking with colleagues and customers, his approachable demeanour will always lift your spirits.

Responsible for staffed gatelines in the South Cots, Charles takes high pride in his work, ensuring we provide the best possible service to our customers. He encourages this from his teams also. When the back on track booklets and £5 vouchers were introduced, Charles was one of the first to teach his staff about his uses. Not only did he teach his staff but he encouraged engagement with passengers by introducing a weekly voucher initiative which meant greater engagement between staff and customers. This initiative proved so popular that whilst managing at Temple Meads, we introduced the system too.

Charles’s support of GWR initiatives and groups are tenfold. The last princes trust rotation we had some staff sickness and placement drop-outs leaving us with a vacant link for the young professionals. Charles kindly stepped in and agreed to host the individuals at Gloucester and Cheltenham Spa. Not only did Charles teach them the role of the gateline but he went one step further and taught them how to use back on tracks and the importance of customer service. Our feedback was overwhelming, many of which alluded to his placements being their favourites.

Charles on a number of occasions has also mentored the operations apprentices whilst on placement in the region, teaching them not only the requirements of the role but other key information relating to the business. Working with the platforms teams he often teaches those around him to assist our platform colleagues to ensure a better experience for all involved and how it aids in maintaining a disciplined timetable.

Not only does Charles support long-standing initiatives, he also encourages the development and progression of his staff. He’s always encouraging, offering to support those who wish to progress and where possible working with the station management to arrange their release for training and shadowing.

His support for staff extends beyond learning and development, putting in additional hours to cover those in need, putting their needs above that of his own. He can often be seen working late ensuring there is full coverage and operation of the gates is maintained.

Charles will always answer the phone no matter the time of day and is always on hand to assist where necessary. Whilst I’ve been on call, Charles’s local knowledge and support has been crucial to a timely response. He has even called around colleagues to rectify a solution without me needing to step foot outside of the house. Recently I was called to an incident in Stroud where the ticket office alarm had sounded. Unfamiliar to the area, I called Charles to see if he was in work. Although he was not in work, this did not stop him from assisting, he called the local ticket office representative who resolved the issue immediately.

Where there’s an event in the Central region, there’s a Charles. He is always the first to volunteer for major events, often giving up the very little free time he has to aid those in need. He’s volunteered countless hours for RRS and large-scale events such as the Champions league final, autumn internationals, Cheltenham races, BASRE etc.

He exemplifies every one of our values, offering a lasting experience for both customers and staff daily.“