Northern is part of the Arriva group, one of the leading providers of passenger transport in Europe. Northern
is the second-largest train franchise in the United Kingdom with its trains calling at almost a quarter of all
stations in the country.
In 2017 Carlisle Support Services were awarded the contract to provide revenue protection services across the entire network. The service deploys a range of
revenue roles including:
• Enforcement teams
• Ticket sellers
• Ticket checkers
• Ticketless travel surveys.
This service spans across all stations within the Northern network utilising the expertise of more than 350 Carlisle Support Services staff. One of the key deliverables on the contact was to provide Customer Service Training to every member of staff by the anniversary of the contract. This was achieved and as a result the mystery shopper and customer satisfaction scores have risen in comparison to previous years.
Following a successful first year, we were awarded the Depot Security and Counter Terrorism Patrols contract that covers six depots and their category A stations;
Victoria and Oxford Road. The key success story behind the award was the introduction of our workforce management technology Work-IT and Zone-IT. These two tools provide real time data and counter terrorism support to our staff and ensure that there is a full audit trail of all the duties carried out in line with DfT regulations.
Results and Benefits to the Client
We have developed a strategic relationship with Arriva Rail North that has gone from strength to strength. We have delivered on our promises and achieved the following success stories:
• A more transparent approach to service delivery
• Introduction of Work-It and Zone-IT
• Delivered an enhanced customer service strategy
• The integration of a dedicated contract management team
• Improved return on investment through revenue
• Management information dashboards
• Staff turnover reduction.
The Glossop Station Team were awarded with our Customers at the Heart award at our 2019 annual Superstars Award Ceremony. The team were nominated for their daily dedication to the station which played a key role in ARN being awarded a Gold Award in the ACoRP (The Association of Community Rail Partnerships) Awards. They provide a valuable and welcoming assistance in helping to keep the station clean and tidy. They also promote the station’s image positively by their helpful engagement with the passengers.
“Arriva Rail North are delighted to partner with Carlisle Support Services to deliver a key element of our
customer service and revenue protection activity, as we continue our journey to modernise and to achieve
demonstrable improvements for our customers. Carlisle have demonstrated a strong partnership ethos and
have a track record of both delivery and positive employee engagement”.
Jason Wade, Head of Loss Prevention at Arriva Rail North