Additional staff to improve customer service further at London Liverpool Street

Thursday, 22 January 2015

Abellio Greater Anglia has invested in additional staff at its London Liverpool Street rail station, across a number of roles, to improve customer service further after seeing a 7% increase in the number of passengers using the station last year.

Four new employees will staff the Stansted Express Service Area, helping passengers with ticket purchasing, general enquiries, flight and rail information and directions to the correct platforms for trains to Stansted Airport from the Information Desk when the desk opens in two weeks.

Two additional customer service assistants will assist with staffing the First Class Lounge and general concourse area to assist passengers and provide information.

The train operator has also taken on four new train dispatchers to improve operational performance and customer service, ensuring that the station's 31 train departures per hour depart on time.


In addition, three new members of staff in the ticket office will help to improve levels of customer service and minimise queuing times.


Abellio Greater Anglia’s Station Manager, Alan Neville, said, “I’m delighted to welcome more staff to London Liverpool Street to improve the levels of customer service and performance at the station even further. We currently score nearly 90% when we are assessed by mystery shoppers, which is an impressive achievement for a station that sees over 1.2 million people using the station annually. Our investment in additional resources will help us to improve on this figure further over the coming months and deliver an even better service for passengers.”