Trevor Armitage

Said the following about Gloria Wheatley:

“I have been Gloria's direct line manager for 17 months and have never known someone to receive so much praise for doing her day to day duties. She is a consistent member of staff that delivers outstanding customer service. She is informative polite and courteous. For some of the passengers around Earlestown, her Spanish language fluency is essential for their day to day commute or travel. Recently she has been commended by external partners Network Rail, who have quoted “SHE IS AN ASSETT TO YOUR COMPANY AND STATION”. Whilst NWR were holding a community day at Earlestown she hosted the station including purchasing £55.00 worth of food for them out of her own pocket.

We have so many more customer comments regarding how nice she is including once instance where she provided a young girl with a get well card, teddy and sequinned cushion.

I have seen her in action on many occasions where I see her proactivity, knowledge and compassion with our customers. If there is ever an incident on the station facilities she is straight in to assist, then will insure requests for CCTV are done the same day. Gloria goes out of her way to recover lost property for people and has been known to go out of the region on a day off to recover items and return them to the rightful owners.

She does this day in and day out whilst battling with her own health issues, for which I know she is on masses of medication to help her with the daily pain and discomfort she suffers. In my opinion it is right and just that Gloria is nominated for the continual contribution she gives both in and out of the working environment.

"Gloria spent 55.00 on making a buffet for the NR team and Carillion staff.

NR been singing her praises and vice versa with Gloria about NR".

"Gloria is a dream and a credit to Northern, surely such a gem shouldn't go unrecognised"

"Where did you get that lady from, I have just watched her have a 10 minute conversation in Spanish, she later told me the lady arrived in the region unable to speak a word in English. Gloria instantly put her at ease breaking the language barrier through her fluency in the language".

The above are just a few of her received comments. However, her customer service skills, meticulous and honest personality joined with the professionalism she demonstrates is done with ease and always appears that she is always going above and beyond her role & duties. Gloria never openly accepts praise as she doesn't believes she deserves anything extra for doing her job. Her most recent praise came from a local BTP officer who had to attend Earlestown station where he and his colleague found Gloria talking a gent down out of his anxious/depressed state and avoided him from committing suicide. The police were that happy with her abilities they stood back allowing her to concentrate on the individual, resulting in her walking him back to the security of the BTP vehicle and preventing another fatality.

Gloria is also a Dementia Champion who is someone that can deliver micro courses to invidiuals or groups advising of how to identify or assist people living with dementia.“