Customer Service and Support Staff Award
Coaches are a people business and we rely on our customer-facing staff to provide excellent service to our customers and passengers.
Really good staff teams and individuals identify what their customers want and ensure they get it consistently day in and day out: the winner(s) of this award really will go that bit further to provide sparkle and added value in delighting their employer’s customers.
In this category, we are looking for outstanding work in customer-facing roles over a sustained period of time by a team or an individual.
Winner, Gold Award: Scottish Citylink Coaches
Control Centre Duty Controller Team
The Scottish Citylink Operations Control Team have the responsibility of ensuring both the Scottish Citylink and entire UK megabus.com operation run as scheduled. This team of 10 are based in Glasgow at Buchanan Bus Station and work in teams of two to keep both networks running around the clock. Keeping 170 coaches operating as scheduled on a complex and varied network the length and breadth of the UK, is no mean feat. The team's main responsibilities are to manage the day to day running of the network and to liaise with drivers and vehicle supply locations to ensure the scheduled journeys are delivered. Teamwork, thinking outside the box, initiative and problem solving skills, are what this team demonstrate on a daily basis. There have been a number of examples of how this has been demonstrated over the previous year particularly during the 'Beast from the East' weather event in early 2018.
When the judges considered how many people were affected by the actions of Citylink's Control Centre Team, they made them the gold winners. A pro-active spirit and versatile approach to the job has positively influenced the travel of large numbers of customers. The judges remarked that the team goes beyond the extra mile for customers they don't even see.
Winner, Silver Award: Belle Vue Manchester
Mike Mitchell has been with Stockport based Belle Vue since 2012 as its Contracts Manager, a role which was created with Mike in mind. He formerly worked at Transport for Greater Manchester (TfGM), and its predecessor Greater Manchester Passenger Transport Executive, on the Yellow School Bus scheme. Most recently, he was Belle Vue's TfGM Contract Account Manager, ensuring the company was hitting all its targets and compliance for the Yellow School Buses it operates. When Belle Vue heard Mike was leaving TfGM, it jumped at the chance to create the ideal role for him. Since joining Belle Vue, he has developed his role further, taking on more tasks and responsibilities and generating a substantial revenue for the business. Mike manages all the school contracts, swimming baths contracts, private school service and corporate contracts, ensuring they receive the best possible customer service.
The judges were impressed with how adaptable Mike is, jumping into different job roles that has enabled him to make a significant contribution in the five years he's been working at Belle Vue Manchester. He delivers across the board, being passionate and personable, winning contracts and showing outstanding administration and organisational skills.
Winner, Bronze Award: Belle Vue Manchester
Mechanic Adam Tailby is becoming a force to be reckoned with at Stockport based Belle Vue Manchester. His exemplary attendance record, attention to detail and his desire to succeed have driven him forward over the last eight years. Adam is a systematic and organised individual who pays attention to the finer details of any task. He consistently demonstrates an eager and honest approach to his work, with a strong understanding of commercial vehicle systems and functionality. Adam has been under the watchful eye of the company's Engineering Director who provided Adam with the fundamental knowledge of his experience when presenting vehicles for MOT. Adam took this on board and has developed his own unique style to ensure his first time pass rate remains at 100%.
Adam impressed the judges with his 100% attendance record over eight years. He clearly loves what he does and makes a significant contribution.
Finalist: Skills Group
Joanne Bates has worked within Skills Holidays for 23 years and has only gone on to shine brighter as she has become more experienced. Currently the Branch Manager of the flagship Beeston travel shop, Joanne reflects the core values of fair and honest dealings that Skills wish to deliver to its customers. She has built an exceptional rapport with her customers and continues to go above and beyond expectations to keep them happy. Joanne is also successfully training a number of staff to shine alongside her.
Who could be nominated?
This Award was open to individuals or teams of people employed in the provision of customer-facing services in coach companies and associated functions, including but not limited to:
- Telephone sales and enquiry offices
- Courier services and tour guiding
- Travel shops
- Customer service and operational staff at terminal facilities.
Nominees should have been employed in the function for a continuous period of not less than twelve months at 30 September 2017.
… and by whom?
We welcomed nominations from all eligible organisations, both of their own employees and of outstanding staff with whom they work in partnership or as stakeholders. Self-nomination was NOT appropriate for this category. In all cases, the consent of the person had to be obtained.
Criteria and Entry Requirements
The award is made on the basis of the quality of the submissions made, which needed to set out:
- The length of service (for individuals) or time worked together (teams)
- The nature and extent of the matters for which the nominee or the team is responsible
- The consistency of the achievement by the team or the individual
- The special nature of the contribution made by the team or individual to the provision of outstanding customer service by their employer