The RailStaff Awards 2024

Nominations for Rail Team of the Year

Claire Baker

Said the following about Sales and Customer Service Team, Intertrain UK Ltd:

“I would like to nominate the Sales Team at Intertrain UK Ltd. It was identified that in order for Intertrain to grow, meet the needs of current customers and increase business development, the customer service team would need to adopt a more sales approach to working. As a consequence of this analysis and in order to achieve this a restructure was required. This team is relatively new with respect of adopting a sales mindset, as well as a customer service approach as it consisted of a number of colleagues that are transitioning from a school / college environment to a working environment. There was a reluctance to embrace the sales aspect, however they have taken this on board, worked with it and as a consequence built excellent customer service relationships with existing clients and new clients. Other members of the team, who have more experience in the working environment and Rail Industry, have supported and mentored individuals to ensure that this team has evolved over recent months. The team has increased, since the restructure in January 2019, from four to eleven and the team members are now working together achieving goals and targets that have been set. The confidence within the team has increased with the support of senior management and them working together. From these developments each member of the team is assigned to look after specific accounts, therefore building a stronger relationship with clients as a point of contact.

In addition to this, the team have worked with our current Trainers / Assessors when booking assessments and training to ensure that both customer satisfaction is upheld and also employee satisfaction is met by ensuring employees and contractors are predominantly placed within the area they live. Thus, in turn, reducing the carbon footprint of Intertrain.

A new team was formed offering a Rail Training package to those individuals who wished to enter the Railway Industry. This incentive offered the opportunity for them to finance a full training package resulting in them being fully compliant to work within the industry. This, in turn, offers a fully trained workforce for the companies within the rail industry, improves employability and reduces the skills gap. This incentive is proving to be a success with significant interest from individuals wanting to acquire these skills sets.

Since the restructure in January, key achievements of the team are:

The team are now exceeding targets that have been set with regards to sales and customer satisfaction.

Working more efficiently and effectively has increased course availability and course utilisation.

The online booking system has simplified clients booking onto courses and the credit card facility has been introduced as an option for payment.

Further training centres have been sourced, making Intertrain more accessible for those requiring training.

Throughout the development of the team, even with the initial reluctance, the team have clearly demonstrated motivation, enthusiasm and dedication in order to create success.“

David Anderson

Said the following about Sales and Customer Service Team, Intertrain UK Ltd:

“We have worked closely with this team for over four years, in that time we have experienced exceptional customer service from a team that's willing to go the extra mile demonstrating the attributes of like minding railway people that want to deliver. We have worked collaboratively to develop and deliver new courses as technology has changed so we can deliver the best product to our client and support our staff in their personal development. We have challenged this team many times over the years and not been disappointed with the results.“

Terina Fitzpatrick

Said the following about Sales and Customer Service Team, Intertrain UK Ltd:

“Their professionalism is second to none.

All the staff are exceptionally approachable and knowledgeable regarding Sentinel competencies.

Response time to enquiries cannot be beaten.

The training provision is always of a very high standard. The feedback I have received from candidates sent is always positive.

I would certainly recommend them to anyone“