Ian Lancaster

• Safety Critical Duties; train operation for passenger services and movements to meet operational needs outside of timetabled running
• Customer Service; timely announcements to advise passengers of developing situations that may affect travel, as well as safety critical and junction information
• Situational Awareness and Communication; remaining alert and prepared to respond to developing situations and further communicating with the driver and other key stakeholders to advise and receive direction during degraded mode
• Collaboration; work together with Driver as well as other key stakeholders to prepare trains for service within required timeframe, advise of disruptions or issues with a train or on the network and remain contactable to advise of where I can be utilised during degraded situations

Notable Achievements

• Successfully deliver a damaged train to the relevant maintenance centre during peak hour under instruction of Train Crew Operations assigner and Signallers within the corresponding yards.
• Identified an elderly customer looking unstable and responding quickly enough to stop them as their feet went into the gap between the train and platform, effectively catching them before they fell onto the tracks.

• Safety Critical Duties
• Customer Service
• On time Running Operations
• Situational Awareness
• Collaboration
• Station Cleaning and maintenance
• Announcements and Interactions
• Crowd management

Notable achievements:

• Transferring to Dulwich Hill station, my customer service skills became more important every shift due to the demographics’ willingness to request information. Each day it was vital to be ready to help and share my knowledge to find a solution.
• A solid base of safety critical behaviours and situational awareness built over four years and my refined customer service skills prepared me for anything ranging from retrieving items from the track using OSP24, to a fatality at Dulwich Hill station in late 2022. My ability to work collaboratively, communicate clearly and share my knowledge has been essential working within the diverse and challenging environment of working with Sydney trains.

• Team collaboration and communication
• Solution Finding
• Time management and prioritisation
• Mechanical aptitude
• Workshop bookings and queries
• Clientele communication
• Workshop stock ordering
• Notable achievements:
• Participated in the strategic development of a balanced work allocation system that would implement a fairer workload throughout the workshop to better manage fatigue and ability to reach KPI’s.
• Helped improve customer satisfaction through a clearer communication system to ensure complete transparency. This was inclusive of accurate job quotes and clear and effective communication when changes needed to be made to pricing or work timelines.

• Coaching
• Program creation and progression
• Equipment maintenance and repair
• Notable Achievements:
• Worked with the club manager to lower expenditure on consumables, such as bicycle chains, tyres and gear cables. We developed local business relationships through networking and collaboration to create a higher quality of service for our clientele and various exclusive benefits.