The RailStaff Awards 2024

Nominations for Rail Team of the Year

Julie Penn

Said the following about Kings Cross Ambassador Team:

“This is a new role to the business and we have 7 individuals that make the team up. In six short months they have shaped the role into a 'Concierge' of the station environment. They have no boundaries and as a team lead the way of providing a customer service that is befitting of and exclusive hotel. This is evidence for the continual company tweets and praise that is received for them. Individually they are exceptional, collectively they are a driven customer experience team that truly are the Ambassadors for Kings Cross. They never give up and even look for ideas to improve whilst on holiday to bring back and implement. There are many instances of value they add to the business. One that stands out was a lady travelling to Scotland with her husband’s ashes...just a few short minutes of time with our Ambassador and he arranged for seats for them 'both', an awareness to the crew on the difficult journey to be made to ensure she was supported from London to Edinburgh. There are many examples of this truly 'personal' touch and life in Kings Cross wouldn't be the same without them. They have been instrumental in improving Staff Availability at King's Cross; NRPS staff availability at KGX scores from autumn 2018 to spring 2018 have improved from 59% to 72% with attitude of staff at KGX improving from 77% to 84%.“