News from East Midlands Trains


Norwich based East Midlands Trains employee becomes new ‘station voice

Senior Conductor, Stephen Carlyle-Hearn, wins competition to become new station voice

Stephen’s voice will be used for pre-recorded announcements across all East Midlands Trains stations

A Norwich-based East Midlands Trains employee has become the new voice at all the train operators’ stations, after winning an internal competition as part of the company’s Great Service Awards.

Stephen Carlyle-Hearn, a Senior Conductor based at Norwich, has worked for East Midlands Trains for just over a year. He was one of 30 employees who entered the ‘Station Voice’ competition, after East Midlands Trains launched the internal competition to find a new voice for all of its pre-recorded station announcements.  These include welcome announcements such as “Please take care when boarding our trains and don’t struggle on the stairs today; lifts are available at our station. Our team are happy to help you with any assistance you may need.”

Gemma Allanson, Customer Information Manager for East Midlands Trains, explains the thinking behind the station voice competition: “Providing our customers with the right information when they’re travelling through our stations is so important to us. By choosing one of our own employees to become the voice of East Midlands Trains, we wanted to demonstrate how important customer information is, and get our people involved in delivering the best announcements to our customers.

“We provide lots of announcements every day at our stations with some important information for customers. It was really hard to choose the right voice, and one that our customers would warm to, but we felt Stephen had a really lovely voice that people would find welcoming and reassuring.”

Stephen Carlyle-Hearn, added: “It was a real privilege to be chosen to become the new voice of East Midlands Trains and it was great fun recording all the announcements.    It really made me realise how seriously we take customer information at our stations, and how important it is for our customers.

“As my job is working on our trains between Norwich and Nottingham, I won’t get to hear my station announcements on a regular basis but I’ll be sure to listen out as I pass through our stations.”

East Midlands Trains has also been using some of its own employees to feature in a range of new TV adverts. Gemma from Customer Relations in Derby and Shaun from Sheffield station both appear in the new TV adverts, which are based on heart-warming true stories demonstrating how East Midlands Trains staff go above and beyond to help their customers.