IRO Young Professional of the year


culminated in outstanding achievements, transforming its reputation along the way. Customer satisfaction has improved to the point where London Midland has now been praised as most improved operator in the country – twice! To deliver franchise commitments is challenging enough, but to exceed expectations and deliver such customer service is an outstanding achievement by a young manager, who even now – aged only 34 – is making a great success working at a senior level. His philosophy is simple: ‘Think like a passenger’!


Charlotte Brindley, National Express East Anglia


Alex Hynes


David Walker, Southern Railway At 30 years of age, and within just five years of joining the company, David Walker has attained the senior, highly pivotal position of head of train specification and planning at Southern.


During his tenure with Southern, David has met many seriously challenging situations and has won through them all using his extensive knowledge and experience, his superbly honed management skills and good old honest hard work and determination.


David leads from the front and is much respected by his team and colleagues at Southern, and by the many stakeholders that he comes into contact with on a daily basis.


Alex Hynes, London Midland Passion is a word we hear a lot these days, but when describing Alex Hynes it is definitely appropriate. In 2007, aged only 31, he was appointed as the company’s youngest director. In 2009- 10 his determination to push London Midland beyond mere franchise delivery


In October 2008, Charlotte Brindley was promoted from duty catering manager to catering manager, during a period of rapid reorganisation within the business. The award-winning dining car service on East Anglia was to be withdrawn, and the establishment reduced from 107 to 64 employees.


Beyond many people’s expectations, Brindley rose to the challenge and successfully conducted a smooth transition to offer a new on-board service product. She has gained Investor in People accreditation for the department and involved team members in product reviews and ways to improve service by running employee forums and incentive schemes. She has also gained an effective working relationship with union representatives, delivered the best employee survey results within East Anglia for the second year running, and organised charity staff days raising more than £7,000 during the year.


David Walker


Charlotte Brindley


Kris Parkin Page seven


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