Velichka

"Tickets Please!" - what most people will think of first when considering the role of a Conductor or Guard, but with safety critical and customer service tasks there is no denying it is so much more than that. It is hard work with unsociable hours, dealing with the public daily and being responsible for their wellbeing and comfort. Often you are being pulled in different directions, answering everybody's questions, and being expected to know the answers but for me it is all about creating an experience that is unforgettable, safe, and personal to our customers. I joined the railway in February 2021, and I completed my training in July 2021.

The role of the Conductor is extremely involved, incorporating safety, customer experience time keeping and revenue protection / collection responsibilities. The overall aim of the initial training course is to ensure that you can consistently and professionally deliver each part of your responsibilities within the company and national guidelines, and you must complete a comprehensive four-month course both in Norwich and your home depot, to give you the necessary skills and experience to qualify as a Conductor.

Members of the Conductor Management Team are always available for support and guidance - both during your training and throughout your railway career - and you will be allocated your direct Line Manager as soon as you start. However, you work virtually alone and in charge of your own actions and timekeeping, you must be a responsible, conscientious, and pro-active individual, with the desire to take on the responsibility of managing a train and dealing with customers, whether on a small rural service, or a busier ‘Intercity'.

No day is ever the same; on some days the sun is shining, and everything goes to time, people are pleasant, and everything works; on other days there are delays and train failures, disgruntled and unhappy customers who expect you to resolve all their issues within minutes, not to mention what is causing the delays outside! That’s why it’s so important to be able to remain calm under pressure as you can’t take complaints personally, this requires good listening skills and a proactive attitude.

A Conductors' role is the most interesting and varied on the railway; we are involved in the safe movement of the train, its timekeeping, checking and selling tickets while smiling and giving a great customer experience while being prepared to deal with any out of course or emergency situation. We are often the only face of the company that our customers interact with. People travel to get to a particular destination, whether it is for business or pleasure, and I always like to try and make the journey part of that experience relaxing and enjoyable, as mixing with the public and sharing their experience helps to make my day satisfying. Conductors are memory makers, and the job is extremely rewarding and often very enjoyable, and at the end of the day you can go home with a feeling of a job well done, but without having to take the job home with you.