Senior appointment to London Liverpool Street team

Wednesday, 15 October 2014

Abellio Greater Anglia has announced a new appointment to its senior management team.

Alan Neville becomes Abellio Greater Anglia’s new Station Manager – London Liverpool Street, responsible for customer service provision from the train operator’s key London terminus which sees a footfall of 58 million people per year.

Alan, previously Abellio Greater Anglia’s Area Customer Service Manager at Tottenham Hale, brings 34 years of rail industry experience to the role, including previous experience of managing London Liverpool Street as its Customer Service Manager from 2007-8 and Station Manager at King’s Cross before that.

His key responsibilities will include staff and station standards management, including working with Network Rail which shares management of the station with Abellio Greater Anglia, and improving customer service, something which Alan is absolutely passionate about.

Key challenges include improving on the good staff and station scores in Abellio Greater Anglia’s Service Quality Standards programme (which sees staff and the station environment secretly assessed by mystery shoppers) by delivering consistent and excellent customer service standards and forthcoming improvements to the Ticket Office.

Commenting on his appointment, Alan said, “I’m pleased to return to Liverpool Street, working alongside colleagues old and new and delighted to see the positive comments we already receive from customers for our excellent customer service standards. I aim to build on this and look forward to working with the team to improve our customer service even further.”