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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 of this award really will go that extra mile 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.

Winner, Gold Award: Rik Tapper, Belle Vue Manchester

Rik Tapper is a Sales Consultant for Belle Vue Manchester, but his job title doesn't encompass all the important tasks that Rik takes on. Initially joining the company as a bus driver, but soon became involved in enthusiastically promoting the company and its services, with huge success. Whilst maintaining his own portfolio of customers, Rik also collates the information required for drivers going on tours. He has also taken on the planning and co-ordination of vehicles and drivers at large events, such as transporting 2,000 students in Manchester for the city's annual student sports event, 8,000 young people from around the north west for a road safety event, and all 10,000 participants and spectators between the car park and track at the JCB Mud Run. Belle Vue says that Rik "promotes the ethos of the company to the hilt with every customer. He turns strangers into clients and friends."

The judges commented that Rik demonstrates that he's passionate about people, which is what customer service is all about. They thought that he makes a good role model within the company to other employees and had no hesitation in making him the Gold Winner.

Who could be nominated

This Award was open to all 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 2014.

… 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 is NOT appropriate for this category.