SHINING A LIGHT ON THE RESOURCES TEAM

The Resources team continues to shine through their dedication, teamwork, and unwavering support for one another. In a recent interview, they shared how they stay motivated, tackle challenges, and maintain a strong dynamic, demonstrating the core qualities that make them such a vital part of the organisation.

Q: How does the Resources team stay motivated?

Our motivation comes from the positive feedback we give each other, recognising individual contributions, and the support we provide as a team. Regularly acknowledging achievements has created a culture of shared responsibility, allowing us to grow and thrive together. With Winston Kentebe, our customer experience manager, guiding us, we’ve embraced ownership in decision-making. Whether learning new areas of rostering or supporting Passenger Assist and Control, these efforts show our dedication to seamless operations and teamwork.

Q: What key strategies did your team use to tackle challenges like the Chingford Blockade or Stratford Dwell?

For the Chingford blockade, duty managers worked with the trade union representative to ensure staff were properly resourced, supported with transport, and additional resources were in place to optimise customer experience. Engaging all stakeholders and maintaining transparent communication was key to ensuring the right people were in the right places.

As for the Stratford dwell trial, we collaborated with the performance team, operations team, union representatives, and station management to set clear expectations and ensure agency suppliers had the right skill sets. We also managed VIP/MIP customers by providing contact details for Passenger Assist controllers to arrange taxis when necessary.

Q: What do you think are the main factors that contribute to your team’s strong dynamic and support for each other?

Our team’s strong dynamic is built on exceptional collaboration and a deep sense of shared commitment. Despite facing challenges like absences, increased workloads, and uncovered shifts, we continue to step up for each other. Customer experience managers, Lookman Usman and Andrea Stone have been particularly proud of how the control team has consistently risen to the occasion, even on short notice, to ensure smooth operations.

Whether it’s covering CSRC shifts, filling in for roster clerks, or assisting Passenger Assist at our stations, the willingness of everyone to go above and beyond strengthens both our teamwork and morale. This positive and supportive environment, where everyone has each other’s back, allows us to meet our operational commitments and creates a sense of unity and trust among the controllers, passenger assistance team, and roster clerks

The Resources team’s resilience, dedication, and spirit of teamwork truly make them shining stars within the organisation.