I HAVE BEEN WITH ARL SINCE SEPTEMBER 2017 AND IT HAS BEEN THE BEST DECISION I HAVE EVER MADE!

Grace Ogunseye started her journey into the rail industry as an apprentice and now works as TfL Liaison and Uniforms Coordinator. After five years in service, Grace shares her story of progress and eagerly anticipates her future here at ARL.

What made you join ARL? I have a passion for working within the railway industry, when I came across the Arriva Rail apprenticeship scheme, I got excited and was eager to grab this opportunity with both hands. I have always worked in a customer-facing role and I felt this would be an opportunity to improve and develop my skills and knowledge within a transport environment. I have been with ARL since September 2017 and it has been the best decision I have ever made.

Tell us more about the apprenticeship scheme, what made you enrol? I enrolled because I wanted to use this apprenticeship as an opportunity to gain practical work experience. Beyond earnings, there is a range of other rewards for taking on an apprenticeship. Learning on the job means networking opportunities, ongoing support from the employer, peer-to-peer support, social benefits, qualifications etc.

What did you do on the apprenticeship scheme? Did you have exams or coursework etc... I learned and gain valuable experiences, attended class, learnt how to work with other people in the classroom, how to take responsibility and how to participate in the workplace. I had coursework and I was given a deadline for submission. I also had an exam and ended my apprenticeship with an overall assessment.

What did you learn about yourself during the scheme? I learnt that I can do anything If I put my mind to it. My communication skills improved, as well as my teamwork. I experienced a renewed dedication and the willingness to learn from others, ultimately leading to a more proactive passion for my work and an eagerness to meet deadlines.

How satisfying was it to find out your hard work had been rewarded with a promotion? It was a dream come through for me, I know I am very energetic and highly motivated. I was happy I secured a job within the railway industry, this convinced me even more that hard work pays off.

What does your job entail now? In my role as TfL Liaison and uniform coordinator, I assist with 2 large portfolio areas: customer contact and uniforms.

Customer contact: I liaise with TfL Customer Relations and assist in the compilation of customer relations data and undertake detailed analysis to identify the main causes of complaints.

Uniforms: I maintain the uniform ordering system and seek to raise uniform standards across the business. I assist in the development of the uniform range according to business needs and in liaison with appropriate departments ensuring that an adequate stock of garments is readily available. This includes sending out various items to staff such as Hi Vis, and driver bags and I also do uniform fittings for our staff.

Has what you learned in the apprenticeship helped in your current role? 100%. During my apprenticeship, I was organised and always made sure I submitted my assignment on time. In my current role I ensure that things are being done, and well organised. I build a solid rapport with everyone around me and I work well with the team.

Can you explain the story behind the passenger phone charging unit at one of our stations? What was the process once your idea was picked (assuming this came from the portal) While shadowing the information desk at Liverpool Street Station, a few customers approached me asking if they could charge their phones and I advised them there were no such facilities at the time. This prompted my idea of having a passenger phone charging unit within the information desk here at Liverpool Street and I spoke to my previous line manager John Harris. He was happy about the initiative and he spoke to Matthew Bromley.

I started researching my idea online, created a business case and visited Stratford Westfield to see the company that installed the charging unit there. I arranged a meeting with the company called “Chargebox” to discuss our business needs. I continued with my research and attended meetings regarding the project. I created a PowerPoint presentation for Arriva Rail London Directors and innovation manager.

The Innovation Manager (Matthew Bromley) arranged a meeting for me to present my PowerPoint to the directors, which I did and fortunately it got approved. This made me so excited and I received brilliant feedback from all the Directors.

Shoreditch High Street Station was chosen as a pilot location because of its strategic location, passenger flow, 24-hour weekend service and space availability. I invited the supplier of Chargebox to SDC for viewing and measurement. Myself, John Harris and Matthew Bromley arranged a date for the installation which was 27/11/2018.

I was so eager that I arrived at SDC as early as possible on the delivery date for the installation. The process was easy, and everything went well according to plan.
This became the most exciting stage of my life; my Idea became a reality.

How will this benefit our customers when travelling across the network? Passengers are reliant upon their smartphones for electronic ticketing, accessing network information, route planning and communication when batteries run low, the passengers become disconnected from the transport system. They distract network staff and have been found to hijack power outlets to charge up. A passenger phone charging unit will benefit our customer as it will provide access to information, enables electronic ticketing and improves the network experience.

What would you say to Grace of Five years ago if you had the chance now? To surround herself with all-around positivity, engage herself in more activities that make her happy, remind herself that the little things matter, take more risks, be thankful for people and set incredible and realistic goals for herself.

What would you like to achieve in the next five years of your career?
Professional development: To have amassed a high level of technical, critical thinking and problem-solving skills.
Education: To acquire the required series of training in project handling and strategic planning.
Leadership: To be established in excellent presentation, become a master at public speaking and secure a leadership position.
Personal development: To be an outstanding communicator, a top-notch collaborator and an excellent team builder.

ARL is committed to the internal progression, growth and development of colleagues and over the past year, more than one third of vacancies were filled internally.