Roland Snooks

Said the following about Workplace Coach Assessor Team:

“I would like to nominate the Workplace Coach Assessor team at Heathrow Express for ‘Training Team of the year’. The team has provided operational colleagues with continued coaching and support as part of the on-going Competence Management System. The level of commitment that this team has provided to their colleagues has resulted in many benefits, the key one being a reduction in Platform Train Interface incidents across the Heathrow Express operation. This has, in turn, had a positive impact on the customer experience as the last thing passengers travelling to an airport or arriving in an unfamiliar country needs, is to be delayed due to events within our control. As well as equipping front line colleagues with the relevant skills they have inspired confidence so that they are more responsible in their platform duties.

Generally, they have improved learning by ensuring consistency in the approach to the way they coach and assess using live examples from incidents that have occurred elsewhere in the rail industry to reinforce messages. All in all, the Workplace Coach Assessor team has been working very hard to help colleagues to become fully equipped with the skills required to support a safe and on-time railway and are very deserving of this nomination.“