Melanie Bryett

Said the following about Wolverhampton Customer Experience Team:

“The Wolverhampton Customer Experience Manager team are the most adaptable team you will come across on the railway. The team were created in late 2021, they have gained a vast amount of knowledge and experience in a short amount of time and demonstrate the brand values of West Midlands Railway.

No day is the same in stations from dealing with the issues that come from disruption, crowd management, project redevelopments, opening new retail units, live evacuations due to people's actions, tenants', and customers' queries and their station's team on a day-to-day basis. There was a suicidal person on the bridge just outside the station, this was being dealt with by one of the CEM's as a fire broke out under the railway arches just south of the stations. The CEM (Customer Experience Manager) were all due to be at the Leadership live event being held at Wolverhampton that day. The trains were all either heavily delayed or cancelled and the snow had now started to fall too. The team sprang into action supporting the emergency services showing them exactly where the fire was as it couldn't be seen from any roads paths etc. We had rail replacement coming and due to the redevelopment of the station, a CEM was deployed to the stop to help support and guide all the passengers and at the same time, a very large delivery of the ICE melt was being delivered. All the team were guided and supported by the CEM's. They also managed to attend the leadership live event too. This shows what an adaptable team of managers based at Wolverhampton can do on a day like none other on the railway. I'm extremely proud of the team and all their achievements in this short period of time.“