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Pauline’s story

Pauline
The Leading LOROL Programme has been a great help. It enhanced my knowledge in a lot of areas and provided refresher training in others.

Pauline

Station Delivery Manager

The Leadership Programme has been a great help. It enhanced my knowledge in a lot of areas and provided refresher training in others.
 
Pauline joined the company in 2009 as a Customer Host for the new East London Line, but as she had completed her training and the new line wasn't scheduled to open until April 2010, she began working on Gatelines and in Ticket Offices across the network.
 
Pauline was recognised as a strong member of the team and given opportunities in other areas of the business, including customer relations, accounts, KPI audits and a substantial amount of time in rosters.
 
Her tenacity, coupled with her experience in a range of roles across the business, meant she acquired valuable knowledge and skills that resulted in her being offered a sixth month secondment as a Station Delivery Manager on the North London Line.
 
"At the end of my first SDM secondment another opened on the East London Line, followed by a permanent SDM vacancy that I applied for. I believed that the skills and knowledge I gained from my various experiences at the company made me suitable for the role and the rest, as they say, is history."
 
Pauline has been an SDM for three years and is really enjoying it. As well as looking after the stations Pauline also manages a large team of Customer Hosts.
 
In her time at the company Pauline made good use of the learning and development on offer and has completed all the modules on the management development programme, as well as recently attending a Diffusing Skills Training.
 
"The Leadership Programme has been a great help. It enhanced my knowledge in a lot of areas and provided refresher training in others."

Shining Star Awards

Arriva Rail London’s Shining Star Awards is an opportunity to recognise and celebrate individuals and teams who go the extra mile to deliver great service to colleagues as well as to customers. The Awards are an opportunity for employees to nominate their colleagues and for the company to say “thank you” to everyone who makes such a positive difference to Arriva Rail London and to recognise their extraordinary achievements. The ceremony takes place once a year and staff members from around the business come together to congratulate the award winners and celebrate with them for their achievements.