Spotlight Series: Meet Annamaria Izzard
For this month’s ‘Spotlight' interview, we spoke to Annamaria Izzard, who has been at West Midlands Trains for over 22 years!
Over the coming months, we will introduce you to some of the most dedicated employees who keep Transport UK on track. By sharing their stories these employees will offer an insight into the inner workings of the transport industry.
Some of them might have specialist roles you never even knew existed, while others are stars who inspire everyone around them. While they all work hard behind the scenes to keep our buses and trains moving, some are just beginning their journey as apprentices while others are seasoned managers who have propelled Transport UK to the forefront of the transport industry. Each employee offers unique perspectives, skills, and experiences to the rich talent pool we have at Transport UK.
The spotlight series is our way of recognising and celebrating the incredible diversity and talent within our organisation and the contributions our workforce makes to Britain’s transport network every single day.
- Dominic Booth, CEO, TUK
Spotlight on Annamaria Izzard
We interviewed Annamaria Izzard at West Midland Trains for this month's Spotlight piece. Annamaria has been at WMT for 22 years. Starting her career in the rail industry with a role in the revenue protection team, she has held various jobs over the years, including managing large stations and senior conductors. Annamaria now leads a team of more than 50 as Head of Revenue Protection. We spoke to her about her time at the company, the changes she has seen and what advice she has for women entering the industry.
How did you get into the rail industry?
I entered the rail industry 22 years ago after responding to an advertisement in a local newspaper for a position in "revenue protection." The industry was male-oriented then, and the job involved challenging shift patterns. Nevertheless, it was enjoyable and exciting because it involved catching fare evaders who could be inventive, to say the least.
Over the years, I moved into managerial roles, starting as a duty station manager at Milton Keynes Central, the company's highest-earning station at the time. Later, I became an area manager, overseeing multiple stations and senior conductors and last year, the Head of Revenue Protection.
Before entering the rail industry, I did a business course at college, got married, had children, and worked all sorts of part-time jobs, including being a dinner lady at a school. When I transitioned into the rail industry, it was initially challenging to balance family life, but things have improved significantly since then.
Tell us briefly about your role at WMT and what that entails.
As Head of Revenue Protection I have a pivotal role that revolves around ensuring passengers pay the correct fares to safeguard the revenue generated by the company. Customer service is at the forefront of what we do as we aim to make travel fair for all passengers. Recently, we introduced a digital fraud team, which has successfully identified fraudulent activities.
What aspects of your job are most challenging, and what do you enjoy most?
The past ten months have been particularly enjoyable as I've established a new team and witnessed its growth. Seeing the team expand whilst successfully implementing the digital fraud team has been rewarding. Leading a group of 50 people in an extensive network of 147 stations presents challenges, but it's an exciting journey.
I'm a people person at heart, driven by a passion for customer service and there's nothing more rewarding than helping others, particularly those with disabilities, to access and enjoy life by helping them reach their destinations.
Briefly describe your role in managing large stations, including London Euston.
Managing large stations like London Euston was challenging due to the high traffic and pace of operations. I had to ensure my team delivered exceptional customer service. I was accountable for every aspect whilst maintaining positive stakeholder relationships and satisfying everyone.
Are there any notable achievements or milestones in your career that you are particularly proud of?
While we've received numerous awards over the years, what truly stands out are the more minor, everyday accomplishments. I take pride in helping team members develop and move on to new opportunities. I've also played a role in steering groups focusing on mental health, which is crucial in an industry where we encounter distressing situations. There's a much better understanding of how these experiences can impact us.
Another fundamental achievement has been witnessing the railway industry evolve and adapt to meet the needs of the future. We are on the brink of significant growth and change, which is incredibly exciting.
What unique challenges and opportunities have you encountered as a woman in a leadership role within the rail industry?
When my children were young, balancing work and family responsibilities was challenging. It required a level of rigidity that some men might not have faced.
However, I've seen positive changes over time, with both parents now sharing balanced responsibilities for children and other family members or loved ones. We are also seeing vast improvements in our understanding of flexible working and how to make the working environment suit people to get a more diverse workforce.
What advice do you have for younger women entering the industry?
My advice to young women would be straightforward: believe that equal opportunities exist for you in the rail industry. Don't even let doubt cross your mind because it is a fantastic industry with endless possibilities for everyone.
What is the best career advice you have ever received?
Always ask questions and seek continuous improvement. Have faith in yourself, acknowledge that mistakes happen, and use them as opportunities for growth and change. Embrace ongoing development and be open to rethinking and improving established processes.
What do you see as the biggest opportunities on the horizon for the rail industry?
The rail industry is at an exciting juncture where it must embrace environmental responsibility and strive for greater accessibility. Providing an environmentally friendly, cost-effective, and convenient mode of transportation is a significant opportunity, and if we capitalise on that, the industry can blossom.