GNER has puts its position as Britain’s favourite rail operator down to
investment in its staff and the successful transformation of its HR function.
GNER was voted best overall mainline operator in the rail industry’s first
national passenger survey in January this year.
HR director Mike Gooddie said even when there had been delays passengers
felt positive about their journey because of their treatment by staff.
He said about £5m has been spent on training its 3,000 staff since
privatisation in 1996.
The training and development focus is part of a transformation of HR which
has seen the department shrink from 100 to 40.
Investment in HR software and cutting back administrative processes has
allowed HR to concentrate on providing support and advice to line managers, who
have taken on day-to-day HR tasks such as absence management.
"We had a choice to become an ever-shrinking bunch of administrative
servants or we could redefine our role. GNER would not have received this
accolade if HR hadn’t made that change," he said.