Baldev Delay - Customer Service Manager - UK Bus
I joined National Express in August 1998 as a Bus Driver at Birmingham Central garage driving all the Birmingham Central routes. In 2005 I gained the position of Driving Instructor based at Miller Street and Walsall. I did this sporadically for 4 years which gave me a good understanding of how we train our drivers to the professional DSA standard. I also gained a variety of qualifications, such as NVQ Level 3 in Instruction, and knowledge from our Driver Trainers regarding various issues that they had experienced whilst driving, assisting us to deliver appropriate driving courses.
I transferred for a short spell to Travel London (a previous subsidiary of National Express UK Bus) which gave me good motorway experience as well as a lot of interaction with passengers such as making announcements along the journey, keeping passengers informed of delays and most importantly ensuring they arrived at their destination safely.
In 2010 I was successful in gaining a Route Manager position at Birmingham Central for Coventry Road services and have recently moved to the Bristol Road services - this is one of our busiest corridors in to the city centre.
I have gained a lot of knowledge about our customers since joining National Express. They are the most important aspect of our business, if we keep them happy I believe we are doing something right. I have found management, including local managers, to be extremely helpful and always willing to listen and I find this an excellent asset for our company. In my experience, when you apply for a position you get taken seriously in what you say and encouraged to progress.
My current position as a Bristol Road Route Manager is very challenging. I use the experience I have obtained in all my roles to deliver a high standard of service to our customers. I am sure our customers appreciate our commitment which is a team effort.