Name of client

Merseyrail

Overview of client requirements

Merseyrail is an urban network of vital importance to the transport infrastructure of Liverpool/ Merseyside

Merseyrail has 900 frontline staff that are split up into the following work groups: Ticket Inspectors, Station retailers, Station Assistants and Guards.

All staff receive Conflict Resolution Training on induction, but a need was identified that a more comprehensive training package was required to deal with the rise in unsavoury incidents. In recent workshops for the Ticket Inspectors this type of training was rated as the number one priority to improve performance.

The staff have faced a number of both physical and verbal assaults. Mersyerail needed assistance in designing courses, delivering the training, advice on strategic developments and guidance from an expert’s point of view.

IKON was tasked with evaluating the training requirements of Merseyrail staff then providing the necessary courses.

The Solution we provided

IKON Training was appointed as the official training provider to Merseyrail in November 2008

Our training team spent some time front line with the Ticket Inspectors to assess the type on training that would be required by this work group.

IKON Training then designed a bespoke 3 day course that included Conflict Resolution, Breakaway Training and Edged Weapon Awareness for the Ticket Inspectors. The requirement to fulfil the staff needs and maintain the course in line with the Merseyrail customer excellence ethos was something we worked very hard to deliver. The evaluations and feedback from the delegates so far has been excellent and on the first course delivered 100% of delegates rated the course ‘strongly agree’ for the question ‘the course was a worthwhile investment of my time.’

Once the Ticket Inspectors (rated the highest risk employees according to the risk assessment and job description) have had their initial training we will begin the initial programme for other front line staff with comprehensive refresher training to follow.

Quote or Reference from the client including official job title.

As the Learning & Development Manager I was tasked with looking at how we could improve our delivery in this subject! It was purely by chance that I came across IKON. What a stroke of Luck! From the first meeting and presentation I was sure that this was the company to help us to move forward with conflict resolution and I haven’t been disappointed! All subsequent meetings with regard to course content, dates of delivery and last minute changes have been conducted in a very professional manner! The Trainers are very knowledgeable and thorough, with the ability to engage delegates from the outset. I have no hesitation in recommending IKON to other businesses and Train Operating Company’s! I look forward to continuing our partnership with them.

Dave Morgan
Learning & Development Manager

Feedback from participants

“Improved my confidence to carry out my duties as a ticket inspector”

“Made a difference to the way I think while on duty, worth every penny spent”

“I was very sceptical of course of this nature, but found it very helpful, this information was clear and simple and most importantly was relevant to my role. It has given me a clear understanding of what is appropriate action to take in certain circumstance it also makes me more confident in my day to day activities”

Web address for client