Sally Ralston

Said the following about Donna Taylor:

“Donna is a true star, truly professional at all times and she has a genuine passion and care for her customers and colleagues. Her inclusive approach to her role makes her customers and colleagues smile. She is a true asset to Merseyrail and team Moorfields.

“I am the newest member of staff at Moorfields and Donna has helped me so much. Although we are of similar age I know Mamma of Moorfields has my best interest and also of customers and other staff members at heart.” Testimonial from Robbie Evans, Station Manager.

Donna has become a vital member of the Moorfields staff and the amount of progression she has made in the past 6 months has been nothing short of amazing. Anyone who speaks to her is always left with a great impression of her and admire her greatly.

Donna has enhanced the customer experience at Moorfields.

She not only displays our core values in abundance but she takes massive pride in them. Each day she comes in to work, she gives 110%. Her customers are at the forefront of everything she does. When she is off work her mind is on her station as she proactively emails her station manager with updates on station running or paperwork. Whilst she is in work though, she comes alive. She is a true ball of proactiveness, she never stops engaging and this ensures she is always delivering world class customer service. Professional to the bone, she sees tasks through to the end.

Customers love her and her colleagues do also. She has a natural ability to engage with her customers. She has taken ownership of Moorfields in a way that far outweighs expectations. She is unbelievable with her customers. A lot of school parties travel through our station and Donna has made this her niche. She walks the party through the station giving the children a talk on safety and behaviour on the railway in a way that totally engages them. She even gives them flags which she found whilst cleaning a back office!!! At Christmas she had them singing xmas songs. The teachers love her. Her genuine passion to do the best she can rubs off on her colleagues. She does everything. Mrs Moorfields we call her.

Last month Donna played her part in physically restraining somebody from jumping in front of a train. A truly heroic thing to do. Donna’s response “just doing my job I’m just glad we could help the man” She goes about her day to day job with such an infectious attitude to do the best she can.

Donna always has time to talk to people who need a helping hand or a shoulder to cry on. During the incident with the young male she recognised that he just needed someone to talk too. Once she had managed to get the young man away from the platform edge, Donna explained to him how his family would be affected by him doing something that he should not have done. Whilst talking to him she established that he had several issues that effected his mental health.

The young man was met by his girlfriend he thanked Donna for what she had done for him, and thanked her for talking to him about his problems.“