Visitor economy expert appointed to lead Hull Trains’ Customer Services team into exciting new era

Long distance train operating company Hull Trains is delighted to announce the appointment of visitor economy expert Susie Brindley as Commercial and Customer Services Director.

The appointment comes as Hull Trains continues its preparations ahead of the introduction of its new fleet of Hitachi Class 802s in December 2019. Susie will be responsible for continuing and further enhancing Hull Trains’ ethos of customer-focused service.

Susie has a wealth of over 25 years’ experience within customer-centric industries – working at a senior level on the delivery of tourism and culture initiatives across the North of England. This includes working on some high profile regional and national events and tourism initiatives as well as running her own business, Willow Business Support, which supports businesses operating within the visitor economy to maximise potential and profit.

It is Susie’s commitment to encouraging excellent customer service which has contributed towards her success and this is one of the main attributes which saw Susie appointed to her new role.

Susie said: “Hull Trains was founded on strong customer-focused principles which remain as part of the core values today. The team is dedicated and passionate about the business and that resonates through the work that they do.

“The business has gone a long way to establish strong connections within the communities in which it operates, and I want to build on that and further enhance what we do. I’m excited to introduce initiatives that have been used in the tourism and culture industries and create a level of customer service that is rarely seen in the rail industry.”

Susie has already established strong ties with Hull Trains in the past, working closely with the customer services team to provide advice and training over the last few years. Joining the executive board, Susie contributes to one of the most diverse teams in the rail industry with more than 50% of Hull Trains employees being female – this adds to an equal gender split on the executive board.

She said: “Hull Trains is always a company I’ve admired – every time I have worked with the team I’ve always been encouraged by the attitudes that resonate throughout it.

“It has won a number of customer service awards in the last few years and it’s a team I’m delighted to be a part of.”