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I'm proud when I put the vest on,
to say "I am the face of Network Rail".
My name is Lydia Fenny.
I'm a customer service assistant
and I work at Waterloo Station.
We have to do security searches,
that's our primary role.
Also, because we're on the concourse,
we're talking to customers,
helping people with train information.
We do ID checks as well,
make sure people in retail units
are wearing their proper ID.
The health and safety of all passengers
and all staff at the station
is a key aspect of our role.
Certainly when I first started
that sense of responsibility,
of knowing what to do straight away
was like "Oh my God, I can't make
that kind of snap decision on what's
best to do with an unattended item!"
But with experience,
and the guys I work with
have helped me learn
how you deal with angry customers
or any sort of accident that happens.
So I think experience
counts for quite a lot here.
To do this job, the qualifications you
need would be good communication skills
because you're talking to members of the
public, your colleagues over the radio.
You need a good eye for detail as well.
So if someone's wearing a visitor pass
but it's yesterday's visitor pass
you need to check that.
In terms of my career progression
the next step for me is to
take a shift station manager position.
And from there you really can go
into any area of the company you want.
It's a great company to work for.
Every day here is different.
It's incredibly rewarding.
And you can definitely progress
from this point.