LIGHTS, CAMERAS, ACTON

Norja’s pride in her station is helping improve customers’ experience

Abrighter waiting area and safer steps are just two of many recent improvements at South Acton station. There are also clearer wayfinding signs, better communication during disruption and discussion about improving CCTV.

Some of the changes may be relatively small, but they make a big impression on the customers.

The driving force behind many of these is customer host Norja Hamilton.

Although she has worked on London Overground for more than 14 years, Norja only recently took responsibility for South Acton station, having previously been a general purpose relief (GPR).

On arrival, she was determined to make improvements wherever possible. After arranging for draining issues to be tackled, she made sure steps on the station footbridge were repaired where the yellow safety strips (called ‘nosings’) had become worn or faded.

She also realised that a passenger waiting area with no lighting was unwelcoming and potentially a safety risk after dark – and this was fixed too.

Norja’s persistence in getting problems addressed and fixed by the company has proved valuable.

“I’ve always been driven by good customer service,” she says. “I enjoy making a customer feel it was a pleasure using our service, and knowing you’ve made someone feel better about their journey, or safer, is what’s important.”

For Norja, taking ownership of issues is the first step to resolving them. She’s worked closely with senior managers to discuss how improvements can be made and involved colleagues at neighbouring stations in developing some quick fixes, such as improved poster displays during service disruption.

Another issue Norja raised is how CCTV cameras can cover more areas of the station, with work ongoing to improve it. She also arranged for the replacement of outdated wayfinding signage to reflect changes to the local transport interchanges.

“I always say that if something needs doing, you have to own it.” Norja explains. “There’s no point saying, ‘it’s not my job’ or ‘I’ll leave it to someone else’, you have to take responsibility. I’m also grateful for the support of station colleagues in getting things done, particularly Chris Newton at Willesden Junction.”

Before joining London Overground, Norja worked for Asda, training new recruits and managers. It’s a skill she’s transferred to her current role – ensuring colleagues have the tools and knowledge to do their best job.

At South Acton, she has created a station handbook that provides a step-by-step guide on handling several scenarios for any colleagues responsible for her station in her absence.

Establishing closer links with lineside neighbours and local businesses is next on her to-do list, with an idea to create a garden from a patch of overgrown ground next to the station.

It’s all part of her commitment to customers – and taking such a detailed interest in rail users’ experience brings its rewards.

“I put myself in the customer’s position because I know what it’s like when I go somewhere new and feel like a fish out of water,” Norja says. “I would want to see accurate signs or have someone I could speak to with the right information. Knowing I’ve helped make someone’s journey easier or more enjoyable gives me satisfaction.”