Recruitment
“Lisa Mack is an Area Manager for the West Midlands. She’s an experienced and respected line manager, passionate about customer service, and a key figure in the operational planning for events.
In the West Midlands, we have many key events and engineering blocks that take place throughout the year requiring business planning and supporting visibility plans to be in place.
Birmingham Moor Street is a key city centre station, every year Lisa is our company lead and works tirelessly in collaboration with other TOCs and Network Rail to ensure our plans are robust for the Frankfurt Christmas Markets that runs for several weeks on the lead up to Christmas. The markets attract circa 5.5 million customers a year, many of which use Birmingham Moor Street station as a link into the city centre.
During this significant event we also have Vintage Trains operating the Polar Express from Birmingham Moor Street, this is a magical experience for families with train services operating a frequent timetable throughout December.
As you can imagine, Lisa’s workload is significantly impacted every year with both major events taking place at the station. Lisa’s dedication in preparation for both events continues to shine, she has excelled in delivering a robust customer service plan which operates safely and focuses on maintaining the operational requirements correctly. As part of all visibility plans Lisa takes a lot of responsibility for ensuring levels of provision are as required with herself being the station lead on many of the main event days throughout both events.
Lisa manages to stay positive, has high engagement levels and leads by example, anyone working alongside her often mentions her attention to detail and consistent station leadership. Despite the distraction that managing these events can cause, Lisa still has her team to lead and equally ensures that they are well taken care of.
Lisa is a strong leader, who cares for her team and demonstrates experience at every level. Lisa undertakes any duty when there are shortages and steps in whenever it’s needed to support her team. Her attitude and application are remarkable, and is always dedicated to providing the best customer experience possible across our West Midlands patch. She is a true professional, and an absolute credit to our business.“
“I would like to nominate Lisa because she is a great manager. She has been very supportive and understanding especially when I was going through the Adoption process and helping this to fit around my work and shifts.
She is very busy but always has an open office door for when we need her. She comes away from her desk and goes above and beyond to help us at the station, supporting us when we have events and engineering works.
She is always willing to help out in the Booking Office, going back to her roots and is not afraid to jump out the window and sell tickets to help us out.
Before Lisa became our Manager I worked with her in the Booking Office where she was a great support.“
“If anyone deserves to be manager of the year that person should be Lisa. Her wicked sense of humour, caring nature, and attention to detail is equal to none. For this reason, I think Lisa Mack should win the Manager of the Year award.“
“Lisa is a lovely manager. She is always available for chats, even when its not work related. Lisa will always be there for her staff. Lisa is very hard working as is always around during any disruption and other mayor events such as: polar express, german market, and wmcl blocks.
Lisa is well deserving of this nomination.“
“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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