Divine at Bologna Centrale: serving travellers in my city

By The Team

Divine, 26, works as an Assistance Officer for Trenitalia Tper, the new subsidiary managing regional rail transport in Emilia-Romagna.

When did your experience in the railway industry begin?

In October 2018. Shortly before completing my university studies in languages, I was offered a fixed-term contract with Trenitalia then the Emilia-Romagna Regional Division, which became Trenitalia Tper in 2020.

A year later came my latest job as a Customer Care Officer for regional transport passengers, based in the station of Bologna Centrale, in the city where I was born and raised.

What does your role involve?

I provide information on commercial offers and train circulation, as well as dealing with passenger reports. Some of my activities also take place on board, either alongside the Train Conductors or in a team with Corporate Protection.

Three years ago, I was involved in setting up the regional Service Desks for an increasingly efficient service, especially for those who use the train each day for work and study. We are now considered as a point of reference in such an important railway junction as Bologna.

What is your typical day like?

I am in daily contact with the Regional Operations Room that monitors train traffic and with other colleagues in the rail service so as to deal with all requests in the best way possible. Our internal communication channels are organised in such a way as to guarantee prompt action for all needs.

One particular experience?

During the Covid-19 pandemic, the spirit of adaptation was crucial – we worked remotely a lot and still managed to dialogue with customers in a fast-changing environment.

As there was no direct interaction with people, the company responded immediately with ad-hoc training, which enabled us to cope with the new situation in the best possible way.

An interesting aspect of your job?

The arrival of the new regional Rock and Pop trains has aroused a lot of enthusiasm and interest. Many people have asked us about their features and any price changes. The beauty of these convoys is that you travel with the same ticket as before but in a more innovative and sustainable way.