The West Somerset Railway needed to train existing staff and recruit new staff with specialized skills to manage growth and serve more customers. They conducted a skills audit and utilized over 1,300 volunteers to identify training needs. Funding training was challenging but they worked with local councils and colleges to provide courses on engineering, business, and management. They overcame challenges by networking with local economic groups to gain support and be involved in decision making. They advise regularly reviewing training needs and building trust with providers to create successful training partnerships.

1. ESB Business case studies template
Business Name: West Somerset Railway
Number of employees: + 1200 volunteers
Location: Minehead
Nature of business: Longest heritage steam railway in England
Name and Position of person Paul Conibeare, General Manager
submitting case study:
1. Please tell us a little about the recruitment and/or training need that was
identified within your company (Max 100 words)
Was there new/increased demand for your product or service? Were you diversifying
into new products or services? Did you need someone with specialist skills like
marketing, health and safety or project management to progress your project?
The WSR has worked with SS&L since 2005. We also work with other training providers. During this
time the Railway has grown from a local business into one of the largest tourist attractions in the
South-West. We needed staff to gain new skills across a range of business functions to be able to
better serve our customer base and manage our volunteers and promote our business. Through a
combination of formal qualifications, apprenticeships and short courses we have developed a
dynamic workforce.
2. How did you go about identifying whether you needed to recruit new staff or train
existing staff? (Max 100 words)
I undertook a skills audit of my existing staff. The WSR is fortunate to have over 1300 volunteers,
working across the entire service, so we are able to recruit people with a passion for the industry.
When we do need to recruit externally the WSR has a strong brand and is well thought of locally.
3. Tell us about any challenges you faced in finding the right people or right training
locally? (Max 100 words)
Funding training is always a challenge, and the WSR takes advantage of training grants and subsidies
when they are available. Our training plan prioritises needs. We are able to source training when it
is needed e.g. Bridgwater College for engineering and Somerset Skills & Learning for business skills
and management training. Sometimes releasing staff for training is difficult as we now run festivals
throughout the year, but mostly on the job training and a flexible attitude resolves most problems.
Keeping up to date with new technology has been challenging – essential for a 21st century business,
but not always in tune with our steam engines.
4. Can you tell us how you overcame these challenges and which organisations, if
any, were involved in finding/delivering a solution. (Max 200 words)
The WSR works with local agencies e.g. West Somerset Council, Somerset County Council, Chamber
of Commerce and the National Apprenticeship Service. I also sit on local commerce and skills
boards, so I network with drivers and influencers of the local economy and I am part of the local
decision making process.
5. What would you advise other businesses if faced with a similar situation? (Max
100 words)
Build a rapport with your training provider. Trust and understanding is key to a successful training
partnership. Regularly review management and training plans to ensure staff have the relevant skills
to cope with change. They feel trusted and valued that we have invested in their training and they
remain loyal to us. Our staff turnover is low.