Jane Murray

Said the following about Windermere Team Windermere Team:

“I would like to nominate the above 4 members of staff from Windermere Station who have in the past few months worked above and beyond due to exceptional and crisis situations and have all done so with immense professionalism and commitment.

During the past few months Cumbria and especially Windermere Station and branch line have had major issues due to the introduction of the new timetable change in May 2018 which caused major disruption due to cancellations and exceptional issues due to lack of services due to cancellations with shortages of train crews and in the end a removal of the train service in its entirety.

These staff were in the forefront of our customer enquiries /complaints and in many cases of abuse. Each and every one of them dealt with each day on its own and they had to make instant decisions sometime out of there remit to keep our customers on the move either by taxis or replacement bus services. They had to deal professionally with the media who were at the station recording for national news and radio on a daily basis and also with demonstrations lead by local MP's and there professionalism shone through during these exceptional and difficult times and I was proud of all of them coming together as a team and dealing with issues way beyond what was expected of them.

Each day brought new issues and scenarios for them to deal with and I can honestly say that now the services are getting back to normality that they still continue to help and assist each other on a day to day basis still keeping professional and delivering the excellent customer service whilst still doing their day job to which I must say has been to an exceptionally high standard. A large amount of the customers who arrive and depart from Windermere are from other countries with some having a very limited use of the English Language, these staff also gave time and consideration for these tourists/customers making sure that they were given the advice and help to keep these passengers informed and moving to their destinations without any stress or upset.

This Windermere Team have proved that team work even under these conditions brings together great camaraderie and I have never been as proud as when I was working with this team seeing them deliver such a service under these circumstances and without complaint, there commitment to the service of our customers and the company should not go unnoticed and I would like to nominate all of the for the Team Award as recognition of their efforts and the pride I have in all of them during this time and the continuing weeks ahead.

Windermere Team consists of Andrew Williamson/Karen Brookes/Damian Plumb and Ben Murphy.“