FACING CHALLENGES WITH GRACE
Our Employee of the Year Grace-Anne Stephenson epitomises service with a smile
Success means different things to different people. For station assistant dispatch Grace-Anne Stevenson, it means helping customers get from A to B, and knowing that a smile and a kind word has made a difference to someone’s day.
“The role is much more than dispatching trains,” she says. “Whenever customers ask me for assistance, I will always help as best I can. We can be guides if they are lost, counsellors and even carers if they are unwell. I always put myself in their shoes and ask myself how I would want to be treated?”
This dedication to service is just part of the reason Grace-Anne was named Employee of the Year at our Shining Star Awards in June. A major part of her nomination focused on her willingness to intervene when customers are vulnerable or at risk of harm.
“Sometimes the person just wants to talk – and I prefer they come and talk to me than do something drastic,” she says. “When someone has mental health issues, their behaviour can also be challenging. At these times, you have to be calm and try to detach yourself from what’s happening, but the fact that I can perhaps make a difference in stopping someone from taking their own life is quite rewarding.
“It’s also important to talk if it affects you. Speak to your colleagues or the support services the company offers. My line manager Peter Kodua, customer experience manager Neil Bailey, and dispatch manager Claire Williams, are all very supportive. If ever we need to talk, they are there.”
"For me, working with customers is just a natural part of my character.
I enjoy being around people and I love the job"
Close-knit team
Grace-Anne has gained a wealth of railway experience since arriving in the UK from Jamaica 18 years ago. She was an on-train customer host for GNER, a guard for Southern, and a station customer host at Liverpool Street, before joining London Overground in 2016.
She’s now part of a close-knit team at Norwood Junction whose initiatives include setting up a second-hand book library for customers and regularly working in the station’s community garden.
The station is also the main point of arrival for football fans heading to nearby Selhurst Park, the home of Crystal Palace FC. While the fans can be noisy and occasionally intimidating for other passengers, Grace-Anne takes a typically positive approach.
“It is a vibe – the singing, the shouting, the excitement of it all,” she says. “It's busy, but I see it as a big party, and while you're in the moment, the adrenaline keeps you going.”
Unsurprisingly, for someone who considers herself a team player, with excellent customer service as a minimum standard, Grace-Anne says she was “surprised and humbled” to receive the Shining Star award.
“I was completely shocked,” she says. “I'm not one for the limelight but it’s good to know your work is appreciated. I couldn't do it without the team – we drive and support each other, and that's what's important. For me, working with customers is just a natural part of my character. I enjoy being around people and I love the job.”
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