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This category is presented every year to one or more individuals known for their hard-work, loyalty and devotion to duty.

In many cases, the ‘unsung heroes’ are the ones who keep the wheels turning against all the odds; no transport operator can do without such people – even though they often slave away for years with no recognition save their own satisfaction in a service delivered and a job well done. In other cases, the heroes are people who help the wider industry through their work for supporting companies and organisations.

In 2014, we presented one trophy and certificate, and two commendation for outstanding customer service.

Gold Award Winner: Golam Rabbani, National Express

Golam is employed as Performance Manager at the Contact Centre in Birmingham, which has recently moved to Digbeth Coach Station in Birmingham. Golam was pivotal to the move, involveing the transfer of 220 staff and the establishment of a brand new, state of the art telephone system.
His director told us, “Golam is one of life’s nice people and does not seek out fame or glory: he just wants to do the right thing”.

The judges were really impressed by the entry, which covers somebody who works at right at the sharp end of customer relations, being responsible for the performance of around 200 staff that between them answer around 1.5 million calls a year. The judges praised for his commitment, conscientious approach and “can do” attitude.

Commendation for Outstanding Customer Service

Lewis Jacklin, Johnsons Coach and Bus Travel

Lewis is currently a traffic officer and duty manager in Johnsons busy traffic office, dealing with a wide range of duties and responsibilities. He does so with humour and enthusiasm and it is clear that his professional approach is highly valued by his employers. He has made himself a key part of the Johnsons operation and the judges were happy to acknowledge his contribution to the industry.

Paul Turner, National Express

Paul joined National Express in 1973 and his worked his way up through the ranks to Regional Manager for the North. His current duties involve managing Leeds Coach Station and his broad knowledge means that he can tackle anything that comes his way. To crown it all, Paul has never had a day off sick in 40 years, which in itself is remarkable, and fully justifies his inclusion in the awards.

Who could be nominated?

Any person working for a coach operator continuously for the last 12 months, who can show service in a management and/or supervisory role of more than five years.

… and by whom?

Employers and other people active in the coaching industry were asked to nominate people within their own organisation or with another operator who, in their view, qualified for this recognition.