Unsung Heroes Award sponsored by Backhouse Jones
Winner, Gold Award, Matt Begg – Stagecoach Midlands
Revenue Protection Inspector Matt Begg is quite simply an exceptional employee who any business would be proud to have as part of their team. No one at Stagecoach Midlands is more dedicated, conscientious and committed to providing its customers with a high quality service. Matt is both respected and well liked by driving staff, the management, the Trade Union, and many outside organisations. The title of Revenue Protection Inspector does not reflect the sheer range of his responsibilities. Matt organises and controls many of the company’s Silverstone contract operations as well as monitoring services to the University of Warwick each term. This involves allocating duplicates as required, liaising with the students and recommending changes to timetables and running times to reflect the many fluctuations in demand. He also works closely with council representatives to help determine the routing of new services, roadworks diversions and suitable bus stop locations. Matt’s professionalism, knowledge, helpfulness and commitment are reflected in many testimonials. If there is ever an issue, Matt Begg is always willing to assist, no matter what time of day, the short notice or the difficulty of the task.
Highly Commended, Janet Cameron – Abellio London
Janet Cameron’s role is described as being the interface between Abellio London and Transport for London, while at the same time being the voice that customers speak to if they want to get in touch with Abellio London. As well as managing its customers and TfL, Janet works tirelessly with six depots to ensure that customer experience is at the forefront of what they are all working to. She is always there with a suggestion or a friendly ear, and as well as knowing what she needs to achieve in her role, she still looks around the business to see how she can help further. As a result, Janet has played an instrumental part in Abellio’s customer experience evolution as well as spearheading work with local communities and charities. Her energy, enthusiasm, passion and loyalty overflow and the company just wouldn’t want to be without her! After 10 years working in customer care on top of six years of London bus driving and to still have that energy and passion, she’s definitely an Unsung Hero.
Highly Commended, Margaret Skinner – First Scotland East
Margaret Skinner works from First Scotland East’s Larbert depot based at Falkirk Bus Station, covering the role of Customer Service Adviser and administration relief cover. Margaret’s personality and qualities fall in line perfectly with First’s vision and values. For customers, tourist and colleagues engaging with Margaret, lasting impressions can count and MargaretÆs warm and friendly, understanding, patient, helpful and supporting approach always set the right tone for anyone who has any interaction with her. A summary of Margaret’s determination and will to provide a great customer service can be given in the actions she took to support and provide first aid to an elderly lady at Falkirk Bus Station after the customer had a nasty fall. Margaret calmed, treated and soothed customer until an ambulance arrived. She is a real star performer who is loved by colleagues and customers alike.
Highly Commended, Steve Ilbury – RATP Dev London
Highly Commended, John Millar – Stagecoach East Scotland
Allocation Manager at Stagecoach East Scotland’s Blairgowrie depot, John Millar, is the kind of employee a business can be proud of. He runs the depot with exceptional scrutiny, delivering services to the highest standards, with high punctuality and reliability statistics and contributing to the operating profit lines. John nurtures a positive relationship with customers and stakeholders, and the level of complaints at the depot is extremely low. Whenever minor issues occur, John is quick to act and resolve the problem, often going above and beyond to support the customer with their journey. The team at Blairgowrie are highly motivated and staff turnover is low, in fact drivers are keen to transfer to Blairgowrie from other depots when positions arise. It is John’s unassuming manner that means that everything is simply part of the job for him. The level of commitment he shows commands respect from his peers and management.
Highly Commended, Thomas McGovern – Stagecoach East Scotland
Thomas McGovern is an ambassador for Stagecoach East Scotland at all levels, being at the forefront of our Express City Connect network at the company’s Park & Ride sites in Fife. Tom’s relentless energy and enthusiasm for his job is evident in the customer feedback he receives and the high satisfaction levels seen by customers passing through the P&R sites and interacting with Tom and the other supervisors. Tom is the ‘go to’ person for on-the-ground feedback about the operation of Express and airport services as his knowledge and experience of the services is second to none. He provides valuable assistance to drivers using the sites, ensuring high performance levels at all times and reporting any operational issues to numerous depots and senior management. Tom excels in the customer service he provides our passengers, receives numerous commendations and regularly goes above and beyond the call of duty to assist. Even when there are no passengers to assist (for example during the closure of the P&R sites in inclement weather), Tom has shown tremendous effort in maintaining the sites ready for passenger journeys to return to normal.
Specially Commended, Cameron Dyche – First Aberdeen
First Aberdeen bus driver Cameron Dyche is 19 years old and was only two months into his career by Hogmanay 2017. Cameron was waiting with his bus at a change over in the bus station when he noticed something very peculiar about a Stagecoach bus that was passing along the road. The bus was drifting off the road towards a gas mains next to a block of flats, and a passenger was banging on the window for urgent assistance as the driver was slumped at the wheel and motionless. He acted swiftly, and with little regard for his own safety, Cameron boarded the bus from the emergency exit in the rear whilst it was still moving and stopped and secured the bus. He then commenced life-saving CPR on the driver until the paramedics arrived and the driver was transported to hospital.