ENGAGED & EMPOWERED COLLEAGUES
Key Activities we are delivering
Customer Commitments Programme
Culture change programme focused on supportive colleagues to be their best self. It’s through understanding ourselves that we can improve the experience for our customers.
‘We care about ourselves, customers and stations’
Colleague and Customer Engagement Plan
Investment of time and resources to structure robust engagement plans for our people. Relaunching MTM, local events in partnership with community and feedback forums.
Peer Training Programme
Upskilling and deploying our peer trainers to support colleagues to engage in material and be part of change. SIS/CSS monthly check in, video how to’s and guidance documents brought to life and support a customer service standard across all.
Employee accommodation improvement programme
A scheme of works to improve employee accommodation across a number of locations.
Extension Aims & RfL Commitments
- Deliver a customer service training programme to support our colleagues to be proud, engaged and provide a great customer experience on every journey.
- Deliver a suite of engagement events for customers and colleagues which reflect the diversity of our team and communities ARL serve which embed positive sustainable relationships with all relevant stakeholders.
- Continue to build on positive relationships with our Trade Union colleagues to deliver for our people and our customers.
- Develop our people and introduce a training framework to support our colleagues in lifelong learning.
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