The RailStaff Awards 2024

Nominations for Customer Service Award

Scott McCloud

Said the following about Charlene Peirson:

“"Charlene (Charlie) was one of the first 20 people to join MTR Elizabeth line back in 2014. Joining so early on, Charlie became pivotal in the business’ mobilisation, helping deliver the customer experience strategy at each stage – from our initial service between Liverpool St and Shenfield, to Paddington to Heathrow, Paddington to Reading; and our final section, Paddington to Abbey Wood.

Leading the TfL-managed contact centre function from the MTREL-side, Charlie has ensured we have seen the lowest complaints rate in UK rail industry – through her leadership of customer relations.

After successfully completed two apprenticeships in 2016, she has since managed three apprentices and has a 100% record in leading / coaching / mentoring them to achieve ‘apprentice of the year’ at our annual awards.

Charlie has since been promoted to the role of customer experience manager and PA to the Customer Experience Director, leading the administrative function of CE.

Successfully delivered improvement projects include reforming lost property, streamlining admin processes, budget and cost efficiency improvements and organising managerial at-station support during industrial actions – from creating the rostering system to provide support material and an employee assistant line.

Prior to the opening of the Central Operating Section, Charlie developed and delivered a new and innovative customer service training course ‘icon training’ in consultation with Customer First U.K. This has delivered dividends, with the company being shortlisted for a UK Customer Experience Award.

Charlie brings positive energy and is someone who leads by example and adds considerable value to our culture."“