Nathaniel Owen

Experience

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  WHSmith

  Apr 2016 - Apr 2017

  Sales Associate

  Customer service, ensuring each passenger travelling through the airport using the WH Smith stores had the best experience. Time management, balancing restocking and inventory control during quieter periods while being on hand to serve customers and assist on self checkouts during busier periods. Rostering, assisting the team leader with movement of staff and ensuring breaks were covered.

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  Great Western Railway (GWR)

  Jan 2018 - Jan 2018

  Management & Operations Placement (Work Experience)

  Heavily involved placement allowing me to explore various sectors within the GWR business. During the time my work and responsibilities involved:-Gaining an understanding of the guards manager role, participating with suggestions and ideas to the meeting involving all Central and Western guards for improvements in efficiency of the company and service to its customers. Also involved hands on experience as a guard checking revenue and assisting customers while observing the dispatch procedure and gaining a knowledge of the routes covered.-Hands on station management experience at bath Spa, the busiest two platform station in Europe. Took control of incident response when animals were on the line and coordinated a rescue operation by the RSPCA ensuring minimal delays to customers and safety of the animals and railway staff.-Driver manager experience including simulation and competency tests, sitting in on various manager to driver meetings and participating in conference calls with other areas of the business.-Area Operations Management experience learning about response times to operational issues and reduction of delays to services in and around Bristol Temple Meads. Show less

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  GTR (Govia Thameslink Railway)

  Apr 2018 - Apr 2018

  Station Manager - Kings Cross (Work Experience)

  Shadowing work along with hands on experience doing guided tours for the disabled during transition of some commuter services to St Pancras International. Reviewing CV's, gate line and train dispatch observation. General customer facing, helping and advising passengers and enhancing interpersonal skills and communication.

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  GTR (Govia Thameslink Railway)

  Jul 2018 - Jul 2018

  Trainee Driver (Work Experience)

  A set program in which I undertook and passed specimen concentration and aptitude tests which are required to become a qualified train driver. Spent time with Driver and Guard managers understanding their roles as well as shadowing drivers in the cab, spending a significant period on the Electrostar simulator at Selhurst completing various scenarios and visited the ROC at Three Bridges.

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  East Midlands Trains

  Jan 2019 - Jan 2019

  Station Manager / Supervisor (Work Experience)

  - Working along side staff to assist passengers with quires and questions helping them with their journey.- Assisting Customer Experience Managers (CEMs) with morning and evening peak, observing assessments and visiting outstations.- Attending workplace violence meetings with Area Managers to discuss strategies for improving staff safety and customer experience- Working with ticket office managers to discuss network wide issues at focus groups- Assisting with station upkeep on the Matlock route with route managers.-Met with an events manager to gain insight into events planning and capacity management- Spent time with supervisors dealing with day to day issues on the station ensuring the smooth running of services and transfer of customers.- Provided help to those with additional assistance requirements ensuring they had a positive experience with EMT.Additionally managed the gate line and all aspects of customer service independently during an emergency team meeting ensuring customers were able to make their journeys, ensuring the highest levels of safety and protecting revenue. Show less

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  GTR (Govia Thameslink Railway)

  Jul 2019 - Sept 2023

  Developing Leadership and Management skills, approaching the day to day operations of Clapham Junction station, making our customers love us and dealing with employee engagement issues to ensure GTR is a great company to work for!Undertaking all stations related activities, motivating a team, enthusing staff and making journeys better for each and every customer.I hold competencies in Personal Track Safety (PTS) and Train Dispatch. I am also a SIO/TOLO.The role includes but is not limited to:1. Managing day to day operations2. HR activities and investigations3. Strategic and railway performance management 4. Risk Assessment and safety analysis5. Managing highest level of stations security and safety6. Managing contractors7. Staff Training and Induction8. Incident responseI have also been involved with the rollout of Quartz, a performance management software that allows us to pinpoint and address train performance issues, improving efficiency for the company while ensuring we run an on-time railway for our customers. Show less

  • Operations Improvement Manager - Great Northern

    Jan 2022 - Sept 2023

  • Interim Head of Operations Improvement

    Feb 2023 - Jun 2023

  • Operations Improvement Project Manager (Secondment)

    Apr 2022 - Feb 2023

  • Station Manager (Metro East Area)

    May 2020 - Jan 2022

  • Station Manager - Clapham Junction

    Jul 2019 - May 2020

  • Trainee Station Manager

    Jul 2019 - Sept 2019
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  Young Rail Professionals (YRP)

  Apr 2021 - Apr 2024

  • Annual Dinner Advisor

    Apr 2023 - Apr 2024

  • National Social Media Lead

    Apr 2022 - Apr 2023

  • Annual Dinner Lead

    Apr 2022 - Apr 2023

  • Chair - London and South East Region

    Apr 2021 - Apr 2022
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  Transport for Wales

  Sept 2023 - now

  Station Manager - Cardiff Central

  Accountable for all aspects of Cardiff Central, the Welsh Capital City’s principal station. Leading a team of 100+ colleagues with responsibility for a multimillion pound budget. Responsible for delivering reliable and safe performance and developing the customer offering. Also acting as Deputy Head of Customer Operations, leading on TfW Bus and Rail offerings in the wider region as required.