There’s a lot that goes into moving over 520,000 people around the London Overground network every day. This includes keeping 82 ARL-managed stations running smoothly, which requires hundreds of customer experience employees to be in the right place at the right time.

Enter, the resources team! Find out how this small but mighty team plays a critical role in ARL’s day-to-day operations.

So, what does the resources team do?

Our team makes sure the right people are in the right place at the right time. From organising duty rosters to supporting control, we make sure everything runs like clockwork. We’re also responsible for other areas, such as information control on the Windrush line and manage the assistance of passengers with special requirements. It’s a job that involves a lot of juggling, but we thrive on problem-solving.

A challenging job! How do you stay motivated?

We stay motivated by supporting one another and celebrating our successes as a team. We make an effort to regularly acknowledge our individual contributions but also have created a culture of shared responsibility. When challenges arise – whether it’s absences, heavier workloads or uncovered shifts – we step up for one another. Everyone’s willingness to go above and beyond, even with short notice, has built a positive and supportive environment.

Sounds like you’re required to be both independent and a team player. Is that true?

The role definitely requires both hats. We take individual ownership of our decisions while also learning about new areas and growing together as a team – anything that helps us operate seamlessly.

You must regularly face challenges which require teamwork. Can you share an example?

Last summer, there was a 16-day blockade on the Weaver line to allow Network Rail to replace a 150-year-old bridge, meaning that London Overground services did not run between Chingford and Hackney Downs stations.

Our duty managers worked with the trade union representatives to ensure colleagues were properly resourced and supported with transport. Engaging our stakeholders and maintaining transparent communication was key to ensuring the right people were in the right places to help our customers during this period of disruption.