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New customer service and commercial director for East Midlands trains

New customer service and commercial director for East Midlands trains

East Midlands Trains has confirmed the appointment of Neil Micklethwaite as new Customer Service & Commercial Director.  Neil’s remit at East Midlands Trains will cover all aspects of customer service delivery and commercial activity, including overall management of stations, on-train and customer relations.  He will also be responsible for leading the station improvement work. 

Neil (39), a qualified accountant, has worked extensively in the rail industry.  He joined British Rail as a graduate trainee 20 years ago and has held senior commercial roles at both First Great Western and Chiltern Railways. He joins East Midlands Trains from advertising company CBS Outdoor Ltd, where he was UK Bus & Rail Director.

Commenting on his appointment Neil said: “I am very excited to be returning to frontline management at one of the UK’s premier railway companies. I am passionate about driving improvements for passengers and join at a key time in East Midlands Trains development. East Midlands Trains has a great future and I am really looking forward to being a part of it.”

David Horne, Managing Director for East Midlands Trains, added: “I am delighted to welcome the Neil to the team, and he joins at an exciting and busy time, starting off with the Olympics later this week.

“In addition to our services playing a vital role in carrying people to the London 2012 Games, we’re committed to building even further on the improvements we’ve already made, including better train services and improved stations.


“I look forward to working with Neil in driving forward further improvements for our passengers.”