Carl Fisher

Said the following about Sara Hibberd:

“MTR Crossrail has redesigned and implemented a robust training plan that has seen 7 new and exciting retail courses developed over the last 12 months. These courses are there to enhance our employee’s knowledge and provide them with the necessary skills to meet the customer’s needs.

Sara has been an integral part of this process delivering training packages to over 500 employees, feedback from her peers has been very complimentary and Sara is seen as a key factor in the success that has seen NRPS scores grow year on year. The following course are an illustration of how she works to ensure all front line employees have the necessary knowledge and skills.

• FasTis For Managers – A dedicated course for all front line management, providing them with the knowledge and skills enabling them to work closely with the team members, ensuring they have the support needed to provide excellent customer service.

• FasTis Refresher – Identifying a key business need to ensure all front line ticket office staff have the ability to refresh their knowledge.

• FasTis for New Entrants – designing a new approach to training, delivering a 4 day training course with additional 12 week working plan, this is supported by local managers at 4 weeks and a final 12 week sign off by the Retail trainer. Each employee has their own handbook to work through and feedback on.

• Retail Foundation – Delivering a course to all employees, offering an insight into the world of retail, detailing the products available and how to understand the customer’s needs.

• TVM’s Training – Both fingertip maintenance and cash management, reducing the downtime of these devices and empowering our employees to resolve fingertip maintenance issues.

• MTIS – Designed and implemented a training package to utilise a mobile solution to support PNB and mitigation for loss of other retailing systems, ensuring our customers have the ability to purchase products.

• Gateline – Redesigned and future proofed a core competency course, upskilling our teams with the latest in gateline technology.

Sara has also recently started to work with other TOC's to design and create dedicated training packages for our employees with learning difficulties, each package will be designed to cover learning difficulties like Autism, Asperger , Dyslexia to name a few.

It has been a real pleasure to manage and support Sara as she crafts her career in the rail industry, she is a real asset to MTR Crossrail.“