Virgin Trains’ ‘Passion for success and providing a great customer experience’ is shared by all its employees says a report by Investors In People just published.
The IIP review report praised Virgin Trains’ high levels of employee engagement, saying that ‘virtually everyone feels they can make a difference to the success of the company’. More than a hundred Virgin Trains employees were interviewed at 8 locations by IIP West Midlands in a full review which confirmed that Virgin Trains continues to meet and exceed the IIP standard.
The report also singled out excellent internal communications, including the company’s intranet and staff magazine, the organisational learning culture and the ‘open and accessible behaviour of the management team’, effectively reflecting the company’s vision. The ‘seamless integration’ of organisational development within the business planning process was also singled out for praise.
Virgin Trains operates services from London to Birmingham and Wolverhampton, Liverpool, Manchester, Glasgow and Holyhead and in the last year has created regional executive teams to make tactical and strategic management decisions according informed by regional requirements. The IIP report says that early experience of this regional devolution has been positive, with individuals bringing ideas to the regional teams and receiving support and resources to implement them. The report also highlights enhanced understanding between front line employees and corporate teams such as marketing and finance
Virgin Trains first achieved IIP accreditation in 2007 and currently employs 3,100 staff running 330 train services daily and carrying more than 25 million passengers a year.
Virgin Trains Chief Executive, Tony Collins, expressed delight that the company had retained its IIP accreditation:
“It’s vital for the business that we invest time, effort and resources to develop and support our employees. They provide great feedback and ideas for improving the business and it is crucial that we listen and that we help them to take those ideas forward," he said.
“It’s great to see the report confirm that this process is working throughout the company. I have no doubt that the passion for success and providing great customer experience is one of the major reasons Virgin Trains continues to grow and succeed and why we’re bringing more and more customers onto our trains.”
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