Richard Morrish

Said the following about Charles Liburd:

“Charles has given me so many different examples of where he has gone over and above for both his team, myself and more importantly our customers. So to give you an idea, here are some examples:

Since the introduction of the new IET's and the issue around Drivers not having enough hours to work Sunday's, my team especially at Gloucester have had to deal with more and more complaints and instances of abuse on Sundays from our customers. As a result, more and more of them have started to refuse to work their Sundays. This was then impacted further when 2 of my Dispatchers left to go to other roles.

Charles, without asking, started covering the shortfalls on the station by coming in to Glos and opening up the station for customers, or alternatively shutting the station down in the early hours of the am, despite this being nothing to do with his role as a Gateline Supervisor. On the odd occasion when we have been really short (on 1 occasion we had no staff for the entirety of the day) Charles came in and opened up, went home and returned to close the station up. Now that is in itself fantastic for someone to do for us, especially as it isn't their role, however Charles lives in CARDIFF!!! So he was travelling almost 50 miles each way in this case 4 times in one day, without a moan or complaint, and in fact every time he actually volunteered to help us out.

Charles also is a willing volunteer for both the Races which happen twice a year, but also helping with bus operations, customer issues, any accidents and all of the above done every time with a smile on his face, not to mention a compliment or joke for the lady customers.

He truly is an asset to our company, and I know that my stations would not operate anywhere near to the same standard without him. And certainly wouldn't be as happy a place without him around.

Charles safely gets more letters of praise than any of our other team, he is always smiling and can't do enough to help our customers. If he can't help a customer he will get someone who can to attend and assist. He has even covered members of his team on the Gates in 1 case, to allow our member of team to travel with a customer who was so scared of travelling and changing services, so they could escort them off the train and on to their connecting service. Charles regularly features in customers photos as he is so friendly, with lots of them wanting 'selfies' with him, not to mention regular hen parties posing with him. He really is so customer focused he's a joy to watch.

Customer/Colleague Feedback Examples:

…..I would like to commend a GWR colleague for his voluntary assistance on board my train yesterday. His name is Charles Liburd and he is a Station Supervisor based in Gloucester. He joined 1L46 ( 0924 Swansea – Paddington ) at Newport and although travelling to his place of work in Gloucester, he asked if I required any assistance. I had no catering staff and was rapidly running out of complimentary items. He voluntarily rang Gloucester and arranged for crates of still and sparkling water to be delivered to the train on our arrival there. He then stayed on the train and helped me distribute them to the passengers. I feel he went beyond the call of duty and should be recognised for his support.

Unfortunately, most notifications are screenshots of Tweets, so I can't copy them on here, but these are some of the Cust. Service Teams opening gambits:

I have the most wonderful message of staff praise for Charles at Gloucester which landed with us on Facebook earlier today

Hi Both, I just wanted to forward this lovely email onto you. ......

Can you please give Charles a big thank you for all his help from both myself and TM Wayne.

Good Morning Richard, I have a smashing message of praise via Twitter for Charles at Gloucester Station yesterday.“