Barrie Fulker - **HAS LEFT**

Said the following about Gail Satchell:

“Gail joined the Siemens Rail Automation (SRA) Capability team in February 2015 as a Technical Training Administrator. The team is small with five members and Gail’s role is crucial to the team who are responsible for ensuring the SRA business, with 1600 employees, has the engineering capability and competence to fulfil its project deliver commitments. Gail’s customers are SRA employees along with external customers and training providers who are all reliant on the effective management of the dynamic SRA Technical Training Plan. Gail manages, with great professionalism, enthusiasm and a smile, the co-ordination of this plan. By applying herself Gail has gained the credibility and confidence of her customers which is necessary for the plan to work.

Having joined the team from another industry Gail has faced the challenge of having to “hit the ground running” which she has done by demonstrating great customer service and using the knowledge and resources available to her. Gail has a thirst to learn so she can provide the professional services expected by the business and the customers.

On her own initiative Gail has completed a series of the company’s technical training e-learning packages which explain the company’s products and processes. This was over and above what was expected from her. A measure of good customer service is the retention and growth of customers. This is evident in the numbers of customers currently being provided a service by Gail through the SRA technical training plan. The plan currently has 170 live technical training courses for SRA customers and 46 live external customer training courses with a total of 1300 delegates booked to attend. As an example of growth this is over 50% increase of SRA training events in the same period last year. Gail provides the full service from sourcing venues, training providers, materials and importantly talking to the delegates and their managers around dates and joining instructions.

A great example of how Gail manages her work and provides the great customer service required is the co-ordination of the Safe Work Leader programme for all SRA Control of Site Safety and Engineering Supervisors - more than 200 people. This was a requirement of a customer, Network Rail, which needed to be co-ordinated in very short timescales. Gail stepped up to the plate on her very first day to demonstrate her commitment and skill by speaking to many people to ask for their support in getting the job done.

One of these external customers, a Construction Manager, said about Gail “I worked with Gail while acting as the Route Implementation Manager in the East Midlands. I found her to be exceptionally pro-active and helpful in ensuring all the training went smoothly; she is highly efficient, friendly and professional in her approach. What struck me the most compared to others I dealt with was the way she wasn’t afraid to ask for more clarity or help. This may not seem important but, it meant whenever we corresponded I knew she fully understood what was required. This being vital and a major component for The East Midlands meeting our “Go Live” date in May this year”

Gail is also very involved in the development of our apprentices and graduates and provided a full customer experience by speaking face to face with senior managers from the company to arrange speakers as part of this year’s graduate induction programme.

Gail’s demonstration of excellent customer service has been crucial to the performance of the whole company by playing a major part in ensuring the development of competence for SRA employees and external customers. Providing clients and partners with the confidence that we have a safe and skilled workforce involved in their projects such as Reading Station, Thameslink, Crossrail and many others.“