The RailStaff Awards 2024

Nominations for Rail Team of the Year

Mark Green

Said the following about Penrith Station:

“Penrith station team deserve this award because they consistently go that extra mile to create the best customer experience possible. EVERY member of staff contribute in their own way to this. For example; Team Leader John has been instrumental in embracing the community garden project and working with local people to ensure there is a something "different" for the customer when they use the station. The garden area is positively tweeted about frequently. The commitment and care that the team and the community gardeners put in to it is inspiring! It is unique! This was recognised recently at Cumbria in Bloom Awards where they received an "outstanding" certificate for the station. The team and community gardeners are already planning and designing what is next for the station to make it stand out even more!

They really get to know their customers. Lots of them are on first name terms and they genuinely care about everyone who comes through the doors. Whether its a cup of tea in the cold weather or a pep talk for an interview, reuniting lost property or making sure that car park space is reserved even when the car park barrier breaks down, the team are there for you.

This year at Virgin Trains was the second year of the Rookies Academy and it was a real team effort. Groups of youngsters came to see the station and experience what it is like to work at the station. Selling a ticket, dispatching a train, doing an announcement. The team were awesome and the feedback was tremendously positive. The Ticket Office are embracing the digital ticketing experience too bringing our customers into the next generation of ticket fulfilment.

The station is spotless, a proud team keeping it that way!

Our cleaning contractor recently did a quarterly audit and commented "'I have completed a quarterly audit at Penrith Station today and I know I don’t say this much when I’m auditing, but I felt really lucky to be auditing this lovely station"

Our in house NPS scores for the first 5 periods this year saw scores of 8.6-9.1 out of 10 for "friendliness & attitude of staff"

Snapshot of Customer feedback; "@VirginTrains The incredibly helpful guy at Penrith station, who found the bag I foolishly left on the train, and put it on a train back south, definitely deserves some serious recognition, especially since it was in the middle of a ton of failures and delays"

Absolutely loving the garden space created by Garden of Eden Penrith Community Gardeners.Doesn't take much to bring more peace and beauty to this world. Xxx#garden

#creatingabeautifullife

Recently they were nominated for medium station of the year at the National Rail Awards and altough they missed out on first place were "highly commended" by the judges.

The dedication and pride at the station is what makes this station extra special and everyone who passes through has positive feedback. Their creativity, community collaboration and energy is why i believe they deserve this award.“