Spotlight Series: Meet Jessie Hinds-Taylor

For our latest Spotlight piece, we interviewed Jessie Hinds-Taylor, a Senior Conductor at West Midlands Trains. Jessie has had a life-long connection to the rail industry and was a recent recipient of a Life Saver award. She spoke to us about her experience behind the award and reflected on the positive changes she’s witnessed in the industry, sharing advice for aspiring young professionals.

Could you tell us about your journey to become a train conductor and what inspired you to take that career path? 

My dad has worked in the railway industry since I was a kid, and I grew up watching him rise through the ranks. Seeing him there made me want to follow in his footsteps. 

I studied public services in college, so when a job came up at WMT, my dad encouraged me to apply. Out of all the public sectors, I was always the most interested in working within the railway. Joining WMT was a natural fit, and I’ve been incredibly grateful for the way my career has unfolded since then. 

You were recently presented with a Life Saver award. Can you tell us about that experience? 

While I was ticketing, a man stepped out onto the tracks in front of the train I was on. Thankfully, the train was going slow enough for the driver to make an emergency stop, and after the driver has phoned the signal for assistance, I jumped out of the train to try and help the individual. 

I managed to get the man, who was very distressed, onto the train, and I sat with him whilst we got moving again. As we started, he attempted to harm himself further, and I had to restrain him and shout to the driver, who stopped the train again. We managed to pull into the next station, where British Transport Police met us to help the man to safety.  

When I got off the train, I was pretty shaken, and luckily, my godfather was working at the station to support me. The experience really opened my eyes to how vulnerable people can be, and I want to speak about my experience to shine a light on these situations. I’m very glad that I was able to help that man. Every day, you meet different people, and you do not know what that person is going through.  

Did you feel supported by WMT after the incident? 

Yes, I really did. I took some time off after the incident, and WMT were extremely supportive. Not only did they give me the time I needed, but they also offered counselling and constantly checked in with me to make sure I was OK.  

My colleagues were also a great help. Talking through my experience and feelings after the event with them made it easier. I think those of us who have gone through something similar feel well looked after both by WMT and by each other. 

Of course, this experience is an extreme example of the stresses that sometimes come with the job. But I feel that WMT is always there to protect us in situations such as this, and the management always asks what they can do to support you.  

What do you enjoy most about working as a train conductor?  

The community. It feels like we are all part of something together, and nobody is left out. Everybody wants to make you feel at home, and people are constantly having a laugh with each other.  

It is also a very supportive environment for someone who is just starting out. Although I knew the industry a little bit because of my dad, anyone who joins is always welcomed, no matter their background. People are quick to strike up conversations with you, and everyone’s willingness to simply ask how your day has been makes such a difference to someone at the beginning. The whole atmosphere at work is so nice, I would not change anything! 

What qualities do you think are important to thrive as a conductor in the rail industry, and are there any lessons you have taken forward in your career? 

Just be who you are. There is so much unpredictability in the industry, especially as a conductor, so being yourself is important for dealing with whatever comes your way.   

You also need to be open to other people, and ready to talk to whoever. A lot of the work is about being aware of whether a passenger wants a conversation and then having the flexibility to be able to accommodate that. This certainly comes with its challenges at times, but so often having a conversation with a passenger really brightens up your day.  

 One lesson that I try to carry forward is the power of smiling while working. If you are smiling, people are more likely to talk, and it makes the whole day so much more positive for both you and the passengers. 

For example, I had a hen party on the train a few weeks ago, and the bride asked me to play a song over the PA. It sounded fun, so of course I said yes! I played it, and the whole train was up singing along to the song – it is in those moments that being open and willing to have a conversation pays off so much and makes everyone’s day. 

How have you seen the railway industry change over your lifetime? 

The biggest difference I have seen is how many women now work on the railway. I am proud to be one of the youngest ever women to sign a contract at WMT, and there were two other female staff who joined around the same time. I don’t think this would have been the case a few decades ago. A few generations above me at WMT, there are only around four or five women total, but now more younger women are thinking about a career in the railways. I feel that what might once have been an older, male-dominated industry has opened its doors to the next generation of women.  

I also think there has been a big change in talking more about workplace mental health, which is very positive. Although I still feel like these things should be talked about more, my dad’s generation did not discuss mental health at all, even following similar situations to the one that I did. The fact that I feel comfortable talking about some of the challenges that people might face speaks to the progress we as an industry have made, and I hope this continues. 

Is there one piece of advice you would give to someone thinking about working in the rail industry? 

It's never what you think it's going to be, but that is what makes you fall in love with it. Every day is different; you never know what to expect. I always knew that working a 9 to 5 office job was not going to be for me, and I needed to be in an environment that is constantly changing. Working on the railway, you certainly are never bored! I feel like I have found the perfect place for me, to be able to enjoy going into work and knowing that every day is a new challenge I never thought I would have to face 

To find out more about the story of Jessie’s Life Saver award, please see this press release.