Recruitment
“Lauren was assigned to be the dedicated point of contact for Siemens Rail Automation’s managed service for Network Rail track safety and assessments. As the Training Administrator at Siemens Rail Automation I have been working with Lauren since September 2014 and I have been impressed with her remarkable customer service skills on every occasion. She is always quick to respond to my queries and requests for support and I have no doubts that she delivers the same service to our 900+ track safety workers.
Lauren portrays a sense that she genuinely cares about the customer service levels that she delivers to both myself and our employees. Lauren ensures that the model of our managed service is followed and in some instances exceeds those expectations by working in a proactive manner to offer a better service. A recent example of Lauren’s promptness to support our employees was an email was sent to myself and Lauren. In the time that it took me to notice the new incoming mail, investigate the matter and open a reply mail, Lauren had already sent a reply to that employee with her findings and what actions she was going to do to help resolve the issue of a Sentinel card not scanning accurately. Amazing!
Lauren gives the impression that she executes her job effortlessly and that gives me the confidence that our employees and the managed service as a whole is in safe hands. The training and assessment requirements are handled in a timely manner and that is very much what is required for this Safety Critical environment. This ensures that our employees can put their full commitment to their job and not worry about planning ahead for training renewals and assessments as that has already been managed and scheduled by Lauren. In an attempt to keep the records held on the dedicated portal accurate, Lauren used her initiative to interrogate the database to generate reports with the purpose to identify any user accounts that should be reviewed and potentially lead to some Sentinel records needing removal, which essentially saves us on annual fees.
Lauren takes on her responsibilities and uses initiative to respond to everyday enquiries from our employees, often without the need to refer to me to do so. However, she is always mindful that we are the customer and when she feels it is appropriate to get my input she does not hesitate to get in touch with me to discuss the best approach. It is reassuring that Lauren recognises the boundaries of the managed service and can act responsibly to distinguish when it is appropriate for her to take ownership and when to involve the customer.
My way of acknowledging the efforts of Lauren is nominating her for this award as I consider her to be a shining example of how customer service should be delivered.“
“Lauren is consistently providing exceptional customer service which exceeds our expectations and that of her clients.
Lauren is 21 years of age and started as a sales and administration apprentice at Intertrain approximately 18 months ago. It was evident quite early on that Lauren had this ability to take on key tasks and perform them accurately and efficiently to an exceptionally high standard. So much so that in early 2015 Lauren was given a role as a Competence Management Coordinator for a key contract where she is instrumental in managing circa 900+ employees Sentinel & First Aid training competencies for a very large organisation, using a unique and innovative competence management system which was developed for the task. The system integrates with the Intertrain Online Booking System and App. Both the App and Booking System contain groundbreaking intelligence that is the first of its kind in the rail industry; you can book courses, view electronic rule books and leave course feedback with just a few clicks of a button. Lauren was instrumental assisting the technical team in developing both systems.
We believe that she deserves nominating for this award because she has repeatedly demonstrated to us that she has the ability to perform her daily duties that exceeds that of the standard norm. In the pursuit of her duties, Lauren has demonstrated fundamental skills such as: initiative, problem solving, excellent communication skills, listening and more importantly acting upon their needs as well as making sure that customer feels that they are important to her coupled to us as a business – which is fundamental in a very commercial market!
The result of Lauren’s hard work and professionalism in providing consistent excellent customer service has seen growth in certain sectors of the business. This growth has come about as a direct result from Lauren and the team working collaboratively and putting the customer first. We wish to nominate Lauren for Outstanding Customer Service Award because to us she has done exactly that – everyday!“
“Managed to pass OK and get my PTS!
Thanks SO much for your help and support, Lauren, made it much easier!
Please do pass on my regards to you to your line manager, I found you professional, supportive and helpful – a credit to Intertrain“
“Whilst working with Lauren I have found her to be an excellent team member who is willing to go above and beyond expectations. For example, she has repeatedly carried out additional duties leading to her working above and beyond contracted hours, including weekends. All this work has been carried out voluntarily and without complaint.
Lauren has proved to be a self starter who is willing to take initiative. For example she has developed a company system that incorporates a user friendly portal allowing customers to collate appropriate information and book training courses.
With Lauren’s outstanding knowledge of the rail industry, in a short period of time she has become an exceptional coach and mentor to new staff members. She has been responsible for explaining and guiding employees through the correct company procedures for the process of booking courses and compliance procedures.“
“I have worked for the Rail Company that I am with since June 2014 and I have known Lauren Hynes throughout that time.
Lauren has always been helpful, polite and courteous every time I have spoken to her.
If I have come up with a problem, she has always done her best to solve the problem and has definitely always come up with an answer, or if Lauren did not know the answer to a question, she admits that and passes you on to the correct person to answer that question.
Lauren has a very positive and pro-active attitude. She always seems happy in her work and portrays that when she answers the phone which gives Intertrain a good reputation. She always explains things thoroughly and is very prompt at sending Booking Forms and Joining instructions.
I would happily recommend Lauren for this award in the fact that I would be proud to work with her or even for her, if the possibility arose.“
“I am writing to you to express my appreciation for the excellent customer service which I had received from Lauren in the last year. Lauren has been very warm and accommodating and very helpful to me.
Her calm, patient manner was a great help to me when my frustration was at an all-time high. Her knowledge of training and her remarkable problem-solving abilities are rare indeed. If the quality of a firm's employees is an indication of future success, Intertrain has a very bright future.
I hope that this is the kind of service that will be present permanently as this is exactly what the customers want to have.“
“I have worked for Linbrooke for two years and in that time Lauren has helped me through the booking process for Rail Safety courses and assessments. Lauren took her time and gave clear and concise instructions to aid me in completing a booking with Intertrain. Lauren answered the questions I had in a friendly and helpful manner. Every query I have had regarding courses, assessments and Sentinel have been thoroughly explained by Lauren. Lauren is one of the main reasons for Linbrooke to choose Intertrain over other training providers - thank you for your impeccable customer service.“
“I would just like to say a huge thank you to Lauren Hynes for the support she has showed Workmates and Daniel Owen over the last couple of years.
Her response time to finding out course dates/availability have helped me and my team to maximise the level of candidates we have out, fully qualified.
She goes the extra mile and always get back to you even if there’s nothing they can do. I will to continue to use Lauren as long as I’m working within the industry.
Also very polite and respectful but always working to the point.“
“Congratulations and thank you for our invite to last night. It was well organised and with quality entertainment and food. We would say it was one of the best yet. A number of people we spoke to said the same and in particular noted the young and diverse attendance, which is a tribute to all involved.”
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