Recruitment
“In our train and underground stations being part of a team is key to success. Safety, pressure from the operations, a highly regulated environment, demanding passengers for the busiest airport in Europe, recruiting and training staff to satisfy these demands, implementing changes that benefit our customers, colleagues and the business, a leadership team that knows the ins and outs of what we do and face every day, these and many more are all elements that have made the history of our stations a success. Natalie has been at the helm of all this, leading the team with firm hand through a very difficult time, and never losing her spirit, her smile, slowly but steadily building experience and know-how. It didn't matter what: the Covid pandemic, the Train Operators changes, the move from Heathrow Express to Rail and then to Services, making our absence management process tight-knit, supervising our performance monitoring system, bringing everybody on board at every step, Natalie proved that talent, experience, principles go hand in hand with humility, and together make a person a real leader.“
“I would like to nominate Natalie Dobson for Manager of the Year for the following reasons:
Natalie is an outstanding leader and has led her team through the hardest two years in Heathrow Rail. Natalie has created a culture built on trust and understanding in her staff. As a regulated industry she has been able to deliver a safe working environment and a people friendly team. Her passion is people and she promotes inclusion & wellbeing in all the decisions she has had to make. At the beginning of Covid Natalie was dealing with protecting the most venerable staff and keeping the stations opened throughout. She was also faced with the biggest re structure in Heathrow’s history which meant she was going to lose some of her most experienced Station Managers who had volunteered to leave the business. Not on one occasion did Natalie crumble under the pressure and always motivated her team with encouragement and a listening ear if required.
Natalie has a gift on building relationships whoever she is dealing with and communicating business change with a positive outlook. On a day to day basis Natalie has to deal with Train Operators, Heathrow Engineering and the wider airport who have different demands on what should be going on in the stations and she is able to work through the demands and agree a way forward that suit all parties and she is able to do this because she knows the business so well. She has been instrumental in leading projects like fire compliance, right train (a project that involved customers boarding the wrong train and possibly being faced with a fine) that have made both the stations compliant and a significant reduction on customers on incorrect trains.
As a line manager Natalie is second to none. She has a team of 12 station managers and she has spent time with everyone to find out our strengths and areas of development and is able to delegate tasks that will enhance our strengths and build our confidence and skills in areas requiring development. On a recent recruitment campaign for managers Natalie spent time with us all, she coached us and encouraged us to apply and from the applications 5 of her team were successful in securing promotion.“
“Natalie has an amazing ability to motivate, engage and inspire her team and everyone around her. She manages to drive an excellent level of safety and customer service delivery whilst bringing everyone along with her. Natalie’s enthusiasm and passion shine like a beacon, even when faced with the extreme challenges that have come everyone’s way.
Natalie shows great belief and trust in her team that has allowed us in her team and the wider team, to be the best we can be.“
“Natalie's reputation precedes itself. Natalie has gumption, her silent presence commands your attention then the full throttle of her personality arrives. Natalie has endured many changes and challenges in her tenure within Rail and others will write about Natalie's management skills and yes, Natalie thoroughly deserves this title. To me though, Natalie should win because she is a leader. Anyone can be a manager, but not everyone is or can be a great leader and its Natalie's people skills that make her the one you want behind you because crikey she will have your back. Her ability to show care and gentleness in the presence of the emotionally vulnerable to being chief matriarch of the fun police (much to my annoyance).
Rail is a landscape you navigated well, and you Natalie, are a creative of immeasurable talent. Again, we salute you“
“I have had the privilege to work with Natalie and be line managed by her for the last 3 years and I must say what a fantastic person she is both on a professional and personal level.
Nothing is too much trouble for her and she has always been available to sort any issues.“
“Thank you so much for an amazing evening. The attention to detail that goes into the Rail Staff Awards does not go unnoticed, everything from the décor, food, entertainment and most importantly the awards themselves was first class. It was a privilege for me to present the Samaritans Life Saver Award in recognition of all those who went above and beyond and approached a vulnerable person, truly amazing, incredible work! A huge well done to you and to the Rail Staff Awards for providing the opportunity to publicly recognise such care and dedication. Keep up the good work!”
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