New roles, more clarity

There’s a new role at Arriva Rail London that’s created a new, clearer point of contact for our drivers. 

Driver delivery managers (DDMs) provide consistent, visible support for drivers on matters of welfare. The role will also enable existing driver managers (DMs) to focus more of their time on safety critical tasks and assessments.

Among those taking up the new position is Georgina Crowther, who previously worked in different roles across the Operations directorate as a management graduate.

“That typically involves having welfare calls with drivers who are off sick to make sure they are okay, and to see what support the business can offer. In some circumstances that might mean arranging occupational health support or physio sessions or even private treatment where appropriate.

“Whereas a driver manager might change from day to day and shift to shift, this role means drivers will have the same person in post day to day, who knows their situation and can answer any questions.”

Driver focused

Georgina is one of three DDMs, covering North, South and West Anglia respectively. Georgina has responsibility for the North, working alongside 14 driver managers across four depots and around 375 drivers.

“We work closely with DMs as they know the drivers very well,” says Georgina. “Having us pick up some of the time-consuming welfare work, means they are able to focus on aspects of drivers’ roles such as safety briefings and training and competency – for example for the new station and extension at Barking Riverside.”

Another aspect of the DDM is to provide a level of detail around performance-related incidents and explain why things happen, providing better communication and helping drivers to better understand the reason for operational decisions.

Relationship building

Because the new role does not require a driver competency, it is also an opportunity for those with the right people management and colleague engagement skills from other parts of the business to become involved in the operations side. 

“The key skills are relationship building and being approachable,” says Georgina who’s first role in the industry was as a platform customer service assistant.

“Where I can, I like to be able to speak to people face to face. I’ve already had feedback that drivers appreciate having a consistent point of contact who can answer their questions and who knows their situation. Ultimately, it is about improving the relationship between drivers and their managers.

Creation the DDM role is part of a wider series of structural changes in the operations team You can find out more at New Operations Manager organisation structure and appointments (sharepoint.com)