Hayley Dean

Said the following about Scott Nickels:

“The main event that prompted Scott’s nomination is as follows:

On Thursday 25th January, we were made aware of a first aid incident. The revenue team had rung the ambulance immediately as the gentleman had taken a nasty tumble and as he was on blood thinners, there was an awful lot of blood, not only on the gentleman but also on the ground. Many of the team helped by getting a chair and keeping the gentleman calm. When Scott and I walked over we saw straight away that there appeared to be something ‘sticking’ out of the gentleman’s shin, alongside the amount of blood (we found out it was a compound fracture). We immediately ran to get the first aid kit. Here I must admit I was feeling a tad queasy! Scott immediately took control of the situation and applied pressure to the wound. He remained that way until the paramedics arrived, who both praised him for his efforts.

Without Scott’s quick and rational thinking (and lead lined stomach), the situation could’ve much easily have become a lot more serious for the gentleman.

Scott used previous experience to assess the situation in a calm and professional manner. He understood the danger the gent would be in; considering the use of blood thinning medication and being able to stop the bleeding.

This is just one of many occasions where Scott will pro-actively think of our passengers without having to be asked. On this occasion he well and truly stepped up to the plate. He is a credit to our team and we are very proud of him.

Also on a personal note; I want to show my appreciation to Scott. If he hadn’t been there the guys at Euston may have had to dealt with a particularly nasty wound and a manager whom may have flaked out!

Other examples include:

• Sources from Twitter:

“@LondonMidland Scott at #LondonEuston today has gone absolutely above and beyond helping me this AM! So grateful #AmazingCustomerService”

“Difficult morning this morning too. But last night the young men working for you on platforms8-10 were marvellous trying to help. Stars”

• Going above and beyond his daily duties on numerous occasions;

Helping the assistance of passengers that require mobility assistance, this consists of helping with large luggage items and placing a ramp to allow the boarding or alighting of a train. Being visible on the London Northwestern Platforms on 8-11 in between train dispatches, and ensuring he is on platforms in plenty of time, before dispatch to help with passenger enquiries.

• Proactively using his own initiative to respond to a first aid situation;

Not only on the occasion mentioned above, but as Scott is first aid trained (he volunteers for the police, outside of work) if first aid incidents happen, especially on our platforms at London Euston, Scott will be one of the first on scene to help aid that passenger and colleagues.

• Remaining calm and professional throughout;

Scott always has a calm manner and takes things in his stride. He will always look at the problem methodically. This is one of the assets required when he covers the shift controller duties here at London Euston.

In times of disruption Scott will help to provide information to customers, making sure his presence is visible.

• Being a true ambassador to the company and his fellow colleagues;

In between dispatching trains, Scott can often be found helping to assist customers with any queries whilst on the platforms. He will often help assist his colleagues to see out their trains to ensure that trains go out punctually. Often Scott will help without the prompt of a colleague or shift controller.

Recently Scott has become a champion for our new ‘Assist App’ that is being trialled on the West Coast, the app will eventually offer all passengers whom require assistance the opportunity to digitally let their destination station know when they are on the train and allow prompt assistance upon arrival. Becoming a champion involves completing a training day, learning the ins and outs of the app; being able to ask the designers questions, problem solving potential challenges and ultimately being part of the rollout here at London Euston.

• Being a kind, helpful, approachable individual and team member;

Overall Scott has a fantastic persona, he is kind, respected by his colleagues and management team. He will always put himself forward for staying late to help cover shifts and rest day work.

As I have written previously Scott is a true credit to our team and the station.“