Colin Ord

Said the following about Lee Potter:

“I would like to nominate Lee Potter, Local Operations Manager for the Customer Service Award.

I have observed Lee’s dedication to customers over the course of the last 18 months and how he in his role as Local Operations Manager has really put that at the forefront of what we do.

Lee has worked tirelessly, often crossing traditional boundaries between teams to help deliver a consistent service for our customers. He has worked alongside the East Coast Upgrade team, to ensure smooth and efficient driver operations across most of the weekend blockades.

That is only half of the story and could be considered “the day job”. Where Lee shines is his passion and commitment for spending time shoulder to shoulder with front line customer facing colleagues.

Lee would pound the platforms at Finsbury Park or Potters Bar with the front-line teams and as well as being proactive, ensuring the right levels of driver coverage and managing and co-ordinating the resources out operating our service, Lee would always be found helping customers with information, assisting those with accessibility needs and taking personal care and attention as a true role model of customer service.

Most recently, Lee was responding to an incident involving a trapped train, despite not being on call, he took care to attend the train as he was closest to site, looking after the 280 passengers on board and helping with colleagues from Network Rail to perform a safe evacuation.

Many of the customers that Lee delights he does so on his own time travelling to and from work, or when he’s travelling through stations, and often it’s the little details. The customer really should be at the heart of everyone on the railway, and Lee does his best to role model that for everyone.“