Our People

People Profile

Mos Ali - Customer Sales Experience Assistant

People Profile

Rhona Smith - Customer Experience Assistant

People Profile

Adam Green - Travel Safe Officer

People Profile

Omar Zaman – Station Manager

Mos Ali - Customer Sales Experience Assistant

Person Profile

I joined the railway in early 2012 with Great Western Railway, transferring to MTR Elizabeth line at the end of 2017 as part of the Western Stations transfer. As a Customer Experience Sales Assistant, my main responsibilities include working in the ticket office and managing ticket vending machines at various stations.

Every day I assist customers in planning their journeys and ensure they have all the information they need, including during any disruption. Each day on the railway is different and I am constantly learning new things which drives me to show up to work. At MTR Elizabeth line, you receive extensive training to ensure you are prepared for the opportunities and challenges of your role, and are recognised for going the extra mile.

Rhona Smith - Customer Experience Assistant

Person Profile

I began with MTR Elizabeth line as a Customer Experience Assistant towards the end of 2018, with no previous experience on the railway. Since then I have gained a lot of new knowledge and skills that allow me to be my best and deliver great customer service.

Putting the customer at the centre of everything we do allows us to provide a safe and reliable railway – something I strive to do every day. Working on the Elizabeth line is an incredibly exciting and once-in-a-lifetime opportunity that I feel privileged to be a part of.

Adam Green - Travel Safe Officer

Person Profile

I joined MTR Elizabeth line in July 2018 as part of the new Customer Experience Apprenticeship Programme. This gave me the opportunity to experience and undertake many different roles within a station environment. Throughout my apprenticeship, I was exposed to many other areas of the business and gained a broader knowledge of the railway industry and how it operates. I was eventually promoted to full-time Customer Experience assistant.

In Autumn 2019 I became a Travel Safe Officer. I have always had an avid interest in this role and was really pleased join the team. As a Travel Safe Officer, I am an ambassador for Customer Experience on trains as well as protecting the railway’s revenue. It is my responsibility to ensure that customers are delighted about their journey whilst on our trains and at our stations. I also undertake targeted ticket checking exercises to protect revenue. My varied role means that no day is ever the same - you can never predict what might happen next.

Omar Zaman – Station Manager

Person Profile

I first joined MTR Elizabeth line as a Duty Customer Experience Manager in 2018. Since then I have been promoted to Station Manager for a number of stations on our Western route. As a Station Manager, it is my job to ensure my stations are operated safely by my colleagues, whilst also giving the best possible customer experience to our passengers.

Although personal progression is extremely important to me, seeing my team develop and better themselves drives me to show up to work every day. Since joining the company, I have developed my skillset in management and widened my knowledge of the rail industry. MTR Elizabeth line is a company whose values I believe in and share. Customer experience is really important to me and I enjoy ensuring that my team and I are demonstrating this each and every day.

People Profile

Ryan Gillen - Customer Experience Controller

People Profile

Allison Dunn - Duty Head of Control

People Profile

Elena Urzica - Driver Instructor

People Profile

Gary Tyler - Driver Team Leader

Ryan Gillen - Customer Experience Controller

Person Profile

Before joining MTR Elizabeth line in late 2016 as an apprentice, I spent a week undertaking work experience to ensure the company was the right fit for me. I really enjoyed the experience, applied for the apprenticeship, and thankfully got the job!

My current role is a Customer Experience Controller; I work within the Control team providing accurate train running information to all our different stakeholders including TfL, Directors, station colleagues and other train operators to ensure our customers have the correct information – especially during disruption.

Everyone gets on really well with one another in Control, especially within my team. Within my role I am constantly encouraged to progress which makes every day interesting and enjoyable.

Allison Dunn - Duty Head of Control

Person Profile

With previous rail experience, I joined MTR Elizabeth line in early 2019 embarking on a new adventure and moving from Customer Experience into Operations. Working within the Train Service Delivery department, I spend my days leading a team of amazing people who work wonders on a daily basis to ensure our customers keep moving.

The past year at MTR has been one of the most rewarding years and I believe this is because everyone across the business is always willing to work with you and go the extra mile. Whist my role involves a lot of pressure to deliver in a KPI/goal-orientated environment, it is great to feel supported by the wider business as we all work as a team with a very strong desire to succeed together.

I believe MTR Elizabeth line is on course to deliver something new and innovative that will change the face of UK rail forever. I am proud to be part of a team that wants to challenge the norms and improve things.

Cherise Du Plessis – Driver

Person Profile

When MTR took over the concession on the Eastern route, I transferred over from Greater Anglia. Having been in the railway industry since the age of 16, I have experience across numerous roles but it was not untill joining MTR Elizabeth line I had the opportunity to become a driver.

Whilst the process to become a fully qualified driver was quite lengthy and demanded a lot of commitment and time, it was definately worth it. From the initial stages of applying on the website to becoming a fully qualified driver, the process can take well over a year. There are numerous assessments, psychometric testing, interviews and driving hours that must be complete before becoming a fully-fledged driver, meaning you need to be fully committed to the role before undertaking the training.

Elena Urzica - Driver Instructor

Person Profile

I first joined the railway in 2014 in a Customer Experience role. I began at MTR Elizabeth line in 2016 with the opportunity to be a Trainee Train Driver. Once I completed my training in early February, I became a fully qualified Train Driver. Two years later, encouraged by my colleagues, I took a leap of faith and I applied for a Driver Instructor role. My application was successful and I have not looked back since.

I will always consider myself a Train Driver first - I must ensure we run a safe and punctual service, communicate effectively with the signaller, Control, customers and colleagues, and take action to prevent and control potential hazards before they arise. Additionally, as a Driver Instructor, I also coach and mentor my trainees for their development, set learning tasks to facilitate their progress, competence and growth in confidence, and assess and share feedback on their performance.

The day my first trainee went through the final assessment process, his achievement became my achievement. I was so pleased to be part of his journey and to be able to have such a positive impact in somebody else’s life. As an ambitious individual, MTR Elizabeth line is the company for me. It is the biggest infrastructure project in Europe and I am proud to be a part of delivering it.

Gary Tyler - Driver Team Leader

Person Profile

Working as a Driver Team Leader at MTR Elizabeth line since late 2017, I have realised the importance of enjoying the work you do and the people you work with. The diversity of our people and variety of work MTR Elizabeth line offers, along with the sense of camaraderie amongst colleagues has been the highlight of my 29 year railway career.

My primary responsibility is as a Driver then Driver Instructor, operating our train services whilst supporting the development of practical and theoretical attitudes of learner drivers and sometimes even experienced drivers. I feel a sense of personal pride and enthusiasm to be able to pass on my experience and knowledge to new drivers. MTR Elizabeth line is shaping the way forward for future railways with its emphasis on equality and the diversity of the people it employs.

People Profile

Ashton Grimes – IT Helpdesk Administrator

People Profile

Paul Breese - Head of Short Term Planning & Engineering Access

People Profile

Cherise Du Plessis – Driver

People Profile

Caroline Rea – Driver Team Manager

Ashton Grimes – IT Helpdesk Administrator

Person Profile

I have been working at MTR Elizabeth line as an IT Helpdesk Administrator since joining the company in late 2016. My role requires me to be the first point of contact for IT issues, operating the Helpdesk and assisting all employees within the business. No day is ever the same as I am constantly working to solve different IT issues across our multiple locations.

MTREL’s vision is to connect communities better than anyone else, and helping to make this vision become a reality makes me extremely proud. Enabling the implementation of the Elizabeth line and actively being involved in the operations behind the scenes is a great opportunity for my career development.

Paul Breese - Head of Short Term Planning & Engineering Access

Person Profile

I joined MTR Elizabeth line as a Long Term Engineering Access Planning Manager in April 2017 and am now the Head of Short Term Planning & Engineering Access. I lead the Short Term Planning team to produce and deliver weekly high performing timetables and efficient resource diagrams. I also plan and liaise with infrastructure owners to agree on engineering access opportunities.

I love going to work knowing my team and I strive to make improvements in everything we do, to make things better for customers, and our internal and external stakeholders. I am proud to work for MTR Elizabeth line because I believe we are the best at what we do! We are high performing and challenging whilst being a collaborative operator. There is a ‘can do’ attitude at MTR Elizabeth line that ensures we get the job done!

Cherise Du Plessis – Driver

Person Profile

When MTR took over the concession on the Eastern route, I transferred over from Greater Anglia. Having been in the railway industry since the age of 16, I have experience across numerous roles but it was not untill joining MTR Elizabeth line I had the opportunity to become a driver.

Whilst the process to become a fully qualified driver was quite lengthy and demanded a lot of commitment and time, it was definately worth it. From the initial stages of applying on the website to becoming a fully qualified driver, the process can take well over a year. There are numerous assessments, psychometric testing, interviews and driving hours that must be complete before becoming a fully-fledged driver, meaning you need to be fully committed to the role before undertaking the training.

Caroline Rea – Driver Team Manager

Person Profile

At the beginning of 2018 I joined MTR Elizabeth line as a Driver Team Leader after many years on the railway, and within a year had progressed to become a Driver Team Manager (DTM) at Old Oak Common depot.

As a DTM I manage my team of drivers, ensuring they are supported and I help maintain their competence. I also work with trainee drivers throughout their course, undertake operational incident investigations and respond to service issues and business incidents.

I am driven by my hard-working team and the knowledge that I can make a difference by supporting my drivers to deliver the highest standards of service. Every day I show up to work proud to be part of an innovative, industry-leading, diverse company who are delivering the highest standards of rail travel in the UK.