My official title is Customer Service Assistant, but I’m actually General Purpose Relief, or GPR. That means a “typical” day for me is anything but typical. I cover a wide range of roles, from platform supervisor to ticket office, and I move around depending on where I’m needed most. In fact, I cover 17 stations across the network, so every day brings something different.
I’ve been with Thameslink for a year and a half, and in that time, I’ve learned how much variety my job can bring. Some days are quiet, which I love, especially when families with children come through the station. There’s nothing better than seeing a child’s face light up when I give them a special task like waving at train drivers. Those moments are so rewarding.
Other days are far from quiet. I’ve received two lifesaver awards for times when I helped people in real danger. Last December, the day after my birthday, I was at Farringdon station during rush hour when a passenger told me there was a man at risk of jumping in front of a train. He was crying and clearly in shock. I used humour to break through, telling him that he wasn’t allowed to do this on a Friday. He paused, surprised, and that distracted him enough that I could get additional staff support and he was safely taken from the station.
Another time, at Denmark Hill, I was in the ticket office when I heard there was a fight on platform 4. I grabbed my high-vis jacket and ran up, blowing my whistle. It turned out one person had tried to jump in front of a train, and another had pulled them back, sparking a fight. I managed the situation until the police arrived and helped the person get medical assistance. Both of those experiences stay with me; it’s intense, but knowing I made a difference is incredibly motivating.
Humour and positivity are essential in my job. Long hours and difficult situations are part of the role, but helping people, changing their mood, and seeing their day improve is hugely rewarding. I try to inspire positivity in my colleagues too, learning from everyone I work with and encouraging them to enjoy their roles.
I also like to innovate. I received an award for creating customer flashcards that direct passengers to online information through QR codes. Whether it’s Delay Repay policies during disruption or alternative travel routes, the flashcards make life easier for both passengers and staff. It’s great to see them in use across our network, and even at shared stations with Transport for London. Every time I see someone scan a QR code and get the help they need, I feel proud.
My job at Thameslink gives me purpose, but it hasn’t always been easy. At the end of 2010, I was diagnosed with Type 1 diabetes. For four months, I couldn’t manage my sugar levels, spent most of my time in bed, and struggled with depression. It was one of the hardest periods of my life. Getting an insulin pump changed everything. I learned to take control of my life and to enjoy every moment, no matter how small. That outlook influences how I work today: I challenge myself, face fears head-on, and focus on helping others whenever I can.
Travel has also shaped me. I’ve visited 53 countries, swum with sharks in Australia, explored glowing worm caves in New Zealand, and eaten street food in South America. Experiencing different cultures and perspectives keeps me balanced, inspires me, and reminds me that after every hard time, something better will come along.
Even on my days off, I enjoy the Thameslink network. Brighton is vibrant and full of life, Rainham connects to Margate, a charming seaside town, and I often visit the theatre in London to unwind and recharge. These little adventures, alone or with friends, keep me energised and ready for whatever the next shift brings.
What I hope people take from meeting me is positivity. I love seeing passengers smile, even when they’re having a tough day, and I get so much feedback from people telling me it makes a difference. Life is short and amazing, full of challenges and opportunities. Every moment teaches us something, and every moment can be made a little brighter, sometimes by simply doing our best to help the people around us.