I’ve worked on the railway for 20 years, and my journey started as a cleaner at Cambridge. Over the years, I’ve worked my way up, and now I’m in a customer-facing role on the trains. That’s one of the things I really value about working for Great Northern, that you can start at any level and progress in your career.
A typical day for me starts with signing on to confirm I’m fit for duty, then collecting the equipment I need. That includes a tablet, a printer, and a rig we use to check Oyster cards and contactless bank cards. Once that’s done, I head out onto the trains to provide customer service, check tickets and passes, and help passengers with any questions they have.
What I enjoy most is that no two days are ever the same. One day I might be working on the trains as usual, the next I could be dealing with major disruption. You never quite know what’s coming, and that keeps the job interesting.
Great Northern has helped me develop my social skills over the years, especially when it comes to interacting with people and dealing with difficult situations. A lot of people think we’re just ticket inspectors, but there’s much more to the role than that. We’re constantly assessing situations and trying to find the right balance. When there’s disruption, we go out of our way to help people get home safely, whether that’s organising taxis or keeping things calm and organised.
Teamwork is a big part of the job, especially as we often work in pairs. If one of us is dealing with a passenger, the other will take a step back and act as a second pair of eyes, ready to support if needed. That trust in each other really matters.
I’ve had some unforgettable moments working here. One of the proudest was when I worked with my colleagues to stop trains and follow the correct procedures to save a passenger's life. It’s something I’ll always remember.
There are also lighter moments that remind me why I enjoy working here. I love the freedom to travel to different places and stations, and I really appreciate how Great Northern gets involved in the community. One of my favourite events was the Santa Train. It was open to staff and their families, and taking all four of my children along to see their faces light up is a memory I’ll always treasure.
The most rewarding part of my job is helping passengers. When someone has a query and I can use my knowledge to make their journey easier or safer, that’s when I know I’m doing something worthwhile. At the end of the day, what we do creates better journeys, and being part of that still means a lot to me after 20 years on the railway.