Recruitment
“The customer relations team work tirelessly, often dealing with lots of negativity. They do this with a smile on their face and have managed to keep a perfect score of 100% 20 day SLA response times over the past year. This has not been easy but they work together as a close team to achieve this, whilst also receiving great feedback on their customer feedback following complaints being closed successfully. They are a great team who always go above and beyond for their customers and they really deserve for this to be highlighted across the industry“
“The Customer Relations Team are a small team that consistently deliver great results and work incredibly well together to ensure that the customer is always kept at the heart of their decisions.
The volumes of correspondence they receive can sometimes be overwhelming considering the size of the team however they always step up and manage the workload effectively and professionally ensuring the impact to the customer is minimal.
Working in Customer Relations can sometimes be quite negative due to the types of correspondence however this team are always so upbeat and positive they are a joy to work with. They treat every letter, phone call, comments form or tweet individually and often go above and beyond to ensure first time resolution and a satisfied customer.
They are the unsung heroes of the company and deserve to be recognised with this award.“
“Whilst most managers would be bias for their teams I would hope that my nomination would be considered for the CRCL CR Team.
To a person they put the customer first and constantly meet targets, despite erratic workloads encountered during and following disruption.
Each colleague in the team takes a moment to think about what’s best for the customer and they believe their solution isn’t quite hitting the mark they check with a colleague to ensure the customer gets the best possible service.
The team do not differentiate on channel (i.e. e-mail, telephone, social media etc.) no matter how a customer contacts us the team sustain their high levels of emotional intelligence to resolve customer problems.
A great team to work with, always a smile … couldn’t wish for a better team.“
“The Lifesaver award seeks to recognise those individuals who have intervened to potentially save the life of a vulnerable person on the rail network, and to demonstrate that talking and listening to someone in need can make a huge difference. Samaritans’ aims of breaking down barriers to intervening and the myths about suicide are now imbedded in rail culture with over 10,500 staff trained, while the number of interventions are up by 34% from April 2015. Empowering staff to support vulnerable members of the public, colleagues, friends or family remains a core part of the relationship between the rail industry and Samaritans and The Lifesaver award is an opportunity to highlight this crucial on-going work as well as encouraging rail staff to be champions for our service.”
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