Learning and Development
To continue our success we must build on the competencies of our employees. All employees have structured learning and development programmes. These programmes are run largely through the train operating companies and best practice is shared. We are working towards greater consistency in leadership practice though the Human Resource Forum. The leadership development programme established this year will be applied across all operating companies.
Leadership Development
The leadership development programme was established in close consultation with stakeholders across the business. It will enable our 1,200 managers, directors and supervisors to develop the leadership competencies relevant to their roles. A framework of core competencies has been constructed and will be used to plan future training and development.
The close working relationships established across the business in developing this programme led to First TransPennine Express winning the Committed to Excellence Award by EFQM.
Vocational Qualifications
A range of vocational training is available to our employees, designed to help them fulfil their roles and deliver customer service excellence. Examples include S/NVQ Level 2 and Level 3 qualifications in Passenger Services/ Customer Care offered to all on-board, booking and station staff. Engineering staff can work towards NVQ2 Performing Engineering Operations and NVQ3 Engineering Maintenance. This year First Capital Connect has also pioneered specialist cleaning 12 months, around 700 employees have successfully completed an S/NVQ.
In addition employees receive training in a broad range of general issues such as safety, conflict avoidance and disability awareness. New recruits attend training induction workshops covering a range of topics related to improved customer service.
We are continually seeking to improve our training methods and content to better adapt them to our employees' needs. In First ScotRail we have introduced 'mind gyms' - short, highly interactive sessions covering a range of personal development skills. These are designed to fit around shift patterns to encourage greater participation and are open to everyone.
The value of training to our employees is evidenced in the feedback we receive from participants.
Following First Capital Connect's new customer training programme Connecting with Every Customer our employees said:
"I've spent 14 years working with the public and it can be tough. This has taught me to deal with situations in a calm professional manner."
"This course has really given me a morale boost and I now believe in the 'can do' attitude."
We will continue to develop our training programmes in response to employee and customer needs and believe that investing in our employees will provide direct business benefits.
First TransPennine Express Recognised in North West National Training Award
First TransPennine Express received the Department for Education and Skills/ UK Skills North West National Training Award 2006. This acknowledged the effective training programme introduced to prepare staff for the new ticketing machines. Two teams of trained staff were then tasked with cascading the training to their colleagues. In just five months, this process resulted in 564 people trained in two new systems. It ensured a smooth transfer for both employees and customers and saved the business significant training costs.
GB Railfreight - Focus on Customer Service
To promote customer service excellence and develop our employees GB Railfreight has introduced the unique concept of Train Managers, a revised role for locomotive drivers. Train Managers are trained to do far more than traditional drivers, a move that recognises the value they can add to our customer relationships. Building on this innovation we have introduced the Train Manager Apprenticeship scheme - a unique Earn as you Learn, five-year apprenticeship for potential freight train managers.