Recruitment
“Wahsim Safiedeen is a Duty Customer Experience Manager for Canary Wharf within MTR Elizabeth Line. Since the opening of our service he has always lead his shift and shown the team what they can achieve if they really want to progress with in the railway family. In January I became his station manager and since then he has stepped up even more pushing himself whilst mentoring and supporting others.
In August 2023 he was involved in several incidents which took his first aid skills and empathy skills to a different level.
His first incident was a young female customer unfortunately losing her baby whilst on the station. Wahsim ensured that she was looked after and her dignity was protected at all times. The LAS was extremely busy and due to the need to get the female to hospital he arranged a taxi and supported her to the hospital A&E; finally leaving a couple of hours later when her family arrived. This situation was even more challenging because of the communication barrier, she spoke very broken English and we had no one available to speak her first language.
The following week whilst on shift he was made aware of an incident at another station on the line a customer had collapsed. As he was the closest manager. He boarded a train and went to support. When he arrived the team had already set to support and called LAS who were on route. The customer’s condition worsened. Wahsim remained calm and composed supporting the customer and then LAS arrived and took over. They commented on how well he had done and thanked him for his fast actions.
Same week on the Friday a female came into the station after leaving; she returned with a nasty cut to her head and face. Wahsim took the first aid equipment and started his first aid assessment locating the issue; whilst being told a beer glass had been dropped/thrown from the bar above the station and hit her in the face. He stemmed the blood and applied bandages, he advised the customer to attend hospital she insisted in getting home first and left thank him for everything he had done.
There were also another two incidents of PIOTs recently which he attended and supported the customers. The second one the lady was early stages pregnant and very upset, Wahsim arranged for husband to come to the station for his work and waited until the LAS took them to hospital.
Having only been first aid trained for a while, because of his natural flare with customers and his supportive empathic way he absolutely deserves recognition.
The local team staff and managers nominated him as “star of the month” which he won. This is a small pin badge and space on the wall of fame. Whilst this is a token of our appreciation and praise he should be awarded more for everything he has done, achieved and continues to deliver.
In my 27 years 22 as a manager in different grades and many locations once in a while you find a rough diamond that just needs a little shaping and polishing and safe to say Wahsim Safiedeen is ours.“
“Exceptional customer service, always goes above and beyond, he always leads by example and always there for the team and our customers. He is proactive to ensure our customers have the best service possible and always has a smile on his face.“
“Our congratulations to you and the team for such a triumph! Everything was spot on - from the decoration of the tables, to the food, the entertainment and the band. Well done, you should be very proud (and exhausted too no doubt!)”
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