Laura Swindells

Said the following about Simone Carter:

“Simone is quite simply a shining light within station management and customer experience. She is consistently dedicated to her team (which includes a Station cat!) and also her directorate team as a whole. Simone has always been supportive of my revenue protection team, from bringing them biscuits during special events, to going out of her way to check their welfare during call outs, to ensuring their good news stories are promoted throughout her Station team. I asked my team for their contribution to this nomination, which are as follows:

“If ever there was an embodiment of a customer experience hero then it’s Simone. Whether it’s planning for the football at The Hawthorns, opening a temporary ticket office at Kidderminster whilst the station is rebuilt, making arrangements for Flying Scotsman’s visit to Worcester or simply in her day-to-day engagement with our customers and colleagues, Simone’s passion for customers is plain to see. No challenge is too great, even taking on responsibility for a neighbouring station manager area whilst there was a vacancy within the team. Simone is a wonderful, warm-hearted person who works hard and cares first and foremost about people.”

"I have always found Simone to be approachable, helpful and considerate, her customer service was well demonstrated during the recent visit by the Flying Scotsman at Worcester Shrub Hill, the genuine care that she shows to her station colleagues is to be commended and she fully deserves recognition for her selflessness."

"I'd like to add that Simone is a massive help to the team whenever we do football duty at The Hawthorns. Her planning and preparation ensures that everything run smoothly and without her the job would be so much more difficult and stressful."

"Simone is just simply a legend she always plays a blinder and is a genuinely lovely lady who cares for her team greatly and her passengers - she genuinely takes an interest in everyone. When she has to plan things she always makes you aware of what is happening and acknowledges and acts on feedback given. I've not once seen her not smiling."

"Simone is fantastically supportive, approachable and friendly. Nothing is too much for her staff, she shares words of advice and consistently puts her customers first. Simone's approach is heartfelt and sincere. When I grow up I want to be just like Simone."

"I recently went on a day’s attachment with Simone and I can’t praise her enough for the amount time and effort she showed me on the day. She showed me around the station and introduced me station adopters. Simone was extremely busy on the day but still gave me the time and effort to show me her role."

Thank you Simone, and keep up the good work!“