The third apprenticeship spotlight as part of #Railway200 Wales and Borders people series, here we introduce Shauna. Shaua is one of the 2025 shortlisted nominees for the Young Rail Professionals’ Apprentice of the Year Award.
I started working for Transport for Wales in September 2023. I previously worked for Transport Investigations Limited as a Revenue Officer for 2 years whilst I was studying at university. Once I finished my degree, I thought; now is my opportunity to fully dedicate my time into hopefully one day getting into Transport for Wales. One month after graduating I was fortunate enough to be successful and was offered an apprenticeship scheme within Core Valley Lines Control Centre.
I am extremely grateful and fortunate for the experience, knowledge, transferable skills, networking and voluntary opportunities I have gained from the apprenticeship. Not only did I finish my apprenticeship a year early, but I also got offered a job in Wales and Cross Boarders Control room as a Customer Information Controller. I am exceptionally proud of one of my personal projects which was creating a guidebook for passengers and staff to refer to when a lift is out of order providing them with an alternative route. This is helping make peoples journeys more inclusive and easier. I feel accomplished knowing I’ll be helping vulnerable, and mobility impaired customers get about their day to day lives with minimal disruption.
I was attracted to joining the railway as there are there are so many diverse departments and progression paths as well as the experience from my first job as a revenue officer. I was working alongside TfW staff and third-party companies which really opened my eyes into how a railway runs. Although it could be quite a confrontational role I enjoyed working with staff and helping customers as much as I could.
I was also studying Community Health and Wellbeing at the University of South Wales during that time. I previously had a few voluntary, hospitality and caring job roles which seemed to be good enough at that point in my life. During my third and final year at university I started incorporating my job role as a revenue Inspector into my studies. I was highly praised by my tutors and lecturers for this work. Instead of receiving just passes - which I was more than happy with during the first and second year - I was receiving firsts! Which I didn’t even think could have been possible during the most academically challenging years of the entire course!
I believe it was because I was passionate about the subject and enjoyed my work, so from there I decided to start looking for apprenticeships and graduate schemes within TfW. The last thing I wanted to do at the time was continue studying as I had gone from GCSEs to A levels, A Foundation to an Honours degree. I accomplished everything I set out during my academic career and the last thing I thought I would have done is start again and do an apprenticeship which requires you to work towards an NVQ and obviously learning the job role, not to mention the pay cut from my previous job role as I was a team leader.
Looking back, it is probably one of the best decisions I had ever made, and I wouldn’t have had it any other way. I have managed to not only get an apprenticeship within control - which has taught me so much about the railway as well as gaining value experiences, but I have successfully been able to complete the apprenticeship a year early. I believe that is my real-life example of “One step back to move two steps forward”.
My job role involves inputting the latest information onto the Customer information screens at stations and various locations. I provide customers with up-to-date information to allow them time to make other arrangement and pre plan before their journeys to create minimal disruption to their day. This information helps maintain the CIS and filters the information onto our apps and websites. We include information such as cancellations, delays, train formations and catering facilities. I fault any hardware and software to the maintainers including lifts, help points and CIS equipment. We answer any help point calls at stations answering questions regarding journeys, ongoing road transport, station and local facilities. My job role also involves monitoring and downloading any station and onboard CCTV footage. I help assist the British Transport Police with incidents such as looking for wanted or missing persons, antisocial behaviour and assisting TfW’s Legal Team in providing footage for accidents, incidents, investigations and claims. All areas of our work are vital and play a massive part in keeping our customers and staff safe.
I am always eager to participate in new training, voluntary experiences or projects. Some examples within the past year include; workshops, working special events, participating in a managing suicidal contact course, TRUST training, safety communications appreciation, a weeks’ worth of experience with train planning, route learning, depot visits, new traction appreciation courses, and essential skills courses. I also became Social Media and Marketing Manager for the Young Rail Professionals in my spare time, where we have regular committee meetings, plan rail and social events and fundraise for a number of local and rail charities.
I believe apprenticeships are important because they provide hands on experience helping develop theoretical knowledge and practical skills. It is a good option for those who don’t want to study higher education or are not sure what they want to do. It gives you the opportunity to earn while you learn and gain real life work experience. Apprenticeships bridge the gap between education and employment which makes it easier for young professionals when transitioning into a works force. They offer opportunities for career growth and create qualified workers for the industries that employ them.
Personally, I believe I would have struggled getting my current job if it wasn’t for my apprenticeship, as Control requires a high level of skilled professionals and although I am highly educated and have a background on the railway, it’s a different type of knowledge compared to my previous jobs. Doing the apprenticeship gave me the insight and experience of working in a control centre and I couldn’t be more grateful for the opportunities I have had because of this.
Although the railway has had a massive turning point over the past few years regarding inclusivity, I would love the future of the railway and public transport to be easier and more accessible for everyone by providing equal access to resources and opportunities for those who struggle daily with being excluded through having physical or intellectual disabilities. This is why I am so passionate about my personal project as I am incorporating my degree and studies into making the railway and easier and safer option for individuals when traveling, I plan and look forward to helping and supporting numerous future projects within the business to improve on this.
