The RailStaff Awards 2024

Nick Dodd - **HAS LEFT**

Said the following about Virgin Trains Training Team:

“In January 2018 a new training team was created to support the rollout of a system for Ticket Offices. This included training nearly 400 people across 21 stations and delivering first class training on the biggest system and business change that our retails teams have seen for over 10 years…this was no mean feat!

From our frontline teams we recruited a coordinator and 10 Trainers to work closely alongside our Technology team to identify how to best use the new system, provide feedback on functionality, identify training needs, create materials, plan the training sessions, and engage with the frontline teams around the network.

The project involved a huge culture shift for our teams. The new system was designed to be multi-functional, allowing the teams to become mobile and offering a greater retailing experience for all customers. The team worked incredibly well to bring to life this change, giving our colleagues confidence not only to use the system but to give feedback, knowing that they are being listened to and supported through the journey.

The trainers have built amazing, supportive, and lasting relationships not only within the team but with their colleagues on the frontline. Feedback has been amazing. Our social media platform, Yammer, has been buzzing with comments; sharing knowledge, giving additional support to those who need it, and saying thank you. To date, the project has generated the highest level of engagement yet recorded.

For building an amazing team and successfully delivering a huge change to the business, I would therefore like to nominate Gail Stephen and her team of Caroline Cotton, Dan Walford, Geoff Baker, Jordan Egerton, Marijana Vidic, Maryse Thiawchu, Nicky Gerrard, Pamela McRavey, Peter Coventry, and Sarah Fox. You have been brilliant!“

John Sullivan - **HAS LEFT**

Said the following about Virgin Trains Training Team:

“Stacey Pugh and her team, has outstanding focus and is always so engaging with everyone on this project. They have driven the training for a critical business projects which has exceeded expectation in every way. A new retail systems in our stations is a massive change for our teams, but due to Stacey and the team the level of excitement for this new projects has been truly outstanding.“

Natalie Harris

Said the following about Virgin Trains Training Team:

“This team helped us undertake one of the largest transformations we have made in our business in a number of years. They have all maintained such a high degree of motivation throughout an extremely intensive programme and done it all with a smile on their faces. Their approach and openness has ensured our front-line teams have put their faith in the training they are receiving and felt comfortable enough to ask for extra support when needed, without which we would not have been able to continue with the project.

Thank you to all of you for the dedication you have shown, you epitomise what we strive for at Virgin Trains.“

Charley Woodbridge

Said the following about Virgin Trains Training Team:

“This group of hard working, dedicated and passionate individuals worked exceptionally well as a team to deliver high quality training to 400 employees. The whole team went above and beyond the call of duty throughout the training period to ensure that all individual training needs were met, whether that meant extending sessions, travelling the length and breadth of the country or making changes to their working week. Go team Virgin Trains!“

Simon Cooper

Said the following about Virgin Trains Training Team:

“The team volunteered for this role because of their passion for the front line and making sure their front line colleagues were bought up to speed and supported through the massive technology change but also people and behaviour changes.

Most of the team were new to training and were very nervous but they have been so professional and hard working giving up a lot of their own time to help. Not only was it a logistical challenge, training teams from 21 locations from London to Glasgow, there were a lot of learning style challenges. Each location has its different requirements with learning styles from more practical and hands on to a longer show and tell approach. Everyone was catered for by these amazing people.

It was a pleasure to work with them and support them from a technical view point.“