CLEAN
WINNERS

Traincare colleagues like Timea Ienei also have time for customers

Having clean and safe trains is something customers rightly expect, especially after the Covid pandemic. That’s why Traincare colleagues are such an important part of our service. For those working day cleaning shifts, that means making sure every carriage is spick and span in the few minutes available as the service turns around.

Fortunately, we have plenty of high-quality cleaning colleagues like Timea Ienei. One of the team based at Liverpool Street station, former City office cleaner Timea has been with London Overground for eight years.

“The main task is to make sure the trains are clean and safe,” she says. “We have around seven minutes if the service is on time, so we have to be quick without missing anything. That means being well prepared, very efficient and organised. It’s very satisfying to know that passengers are travelling safely and comfortably.”

It’s not only our trains that Timea is focused on. She’s always aware of our customers too.

It was for an act of compassionate customer service that Timea recently collected a Shining Star award. A female passenger had been spotted on the platform in distress and bleeding. As the nearest female colleague available, Timea accompanied her to a station pharmacy and then ensured she was able to continue to travel and receive the care she required.

“She was leaning on a pillar and looked very upset, so I tried to talk to her and reassure her,” said Timea.

“It was a surprise and an honour to win an award – I was just doing what anyone should do and I was really happy that I was there and able to help.”

AN ACTIVE FORCE

New Traincare roles will benefit both colleagues and customers. Timea spoke to head of Traincare Brian King (pictured, above) about the impact these changes will have

Timea: I understand there are some new roles in Traincare, tell us about them.

Brian: Previously, only one of the Traincare leadership was based on nights, while two-thirds of the teams work on nights cleaning our trains between daily use. We now have a nights-based manager covering ELL and WA, and another covering teams on the NLL. We have also introduced a manager responsible for Traincare competence and standards as well as a dedicated roster clerk.

Timea: How will this benefit colleagues like me?

Brian: One of the main benefits is that colleagues have clarity on who their manager is, and who to go to for any rostering issues. It will also mean all of our teams have the right training to do their tasks safely and well. We will also look at sharing best practice.

The additional support will also free up managers for more face-to-face meetings with teams. That means we can better listen to and act on colleagues’ ideas and concerns. We want Traincare colleagues to feel they are supported and valued.

Timea: That’s certainly good to hear. When will these changes happen?

Brian: The new roles started in October and we are part way through a 100-day plan for our managers and roster clerk to visit every site to meet and get to know their teams. Traincare is an active force, not an office-based function – our managers should be alongside frontline teams as much as possible.