Some may think it’s the ‘end of the line’ but for the Weymouth team, their station is the start of their customers’ journeys. The team works together to help all customers, from holidaymakers to daily commuters, travel as safely and smoothly as possible.
Weymouth station is the southern terminus of the South West Main Line, with three platforms and a fast and semi-fast service to and from London Waterloo. GWR also has trains calling at Weymouth. Only a short walk from the waterfront, the station gets very busy this time of the year and, while the team has to handle challenges like disruption, ticketless travellers, and aggressive people under the influence of drugs or alcohol, the care that colleagues show one another helps them deal with each situation.
“During disruption, we’re sometimes waiting for information or have trains turning around before they get to Weymouth, but we always do our best to get our customers from A to B,” said Maria Edwins, Customer Ambassador CO3.
Customer Ambassador Christine Wynter shared, “We see a lot of people, including some that are vulnerable and some that are stranded. We have to be able to adapt, but it can also be very rewarding.”
Aeryn Scotcher, RO2, shared, “We’ve got a good team, with good rapport. When things do go wrong, everything is typically alright because we’ve got each other.”
George Longden, RO2 Supervisor added, “We have a good understanding of how we work together and we’re able to have a laugh even when we’re dealing with disruption.”
Knowing everyone’s roles also helps the team. RO1 Helen Baxter, who works with teams across shifts said, “We don’t stick to our defined roles. I fill the spaces when needed. If we didn’t support each other, things would get missed.”
And when things don’t go as planned, the team keeps calm and takes the initiative. “We follow the appropriate channels and keep customers informed as much as we can. Every day is different. It makes our roles interesting!” said Carlo Haider, RO2 Supervisor.
Bournemouth FDSM Cliff Baxter, who is supporting the team, is impressed by how well they work together: “They take pride in looking after the station and come with ideas on things that can be done. They take on and do a lot more than looking after the station, passenger assists and dispatching trains.”
Weymouth is another fantastic example of how our colleagues go the extra mile and look after each other along the way.
