Maria Stavez

Said the following about Blackpool Gateline Operators:

“Gateline Operators perhaps not always recognised as much as they should be for their teamwork, customer excellence, dedication, and motivation not to mention their hard work. The Blackpool Gateline are very well respected by all colleagues at Blackpool North station known for their outstanding team communication skills, passion for customer service and resolute determination - no one does it better than the Blackpool Gateline.

Blackpool a holiday destination resort has a gigantic volume of customers entering this station throughout the summer period. This team prepares like no other like clockwork each has a meticulous role they know will bring out the best skills in everyone they are super supportive of each other and deliver high-performance.

There are many challenging times ahead for this team, especially with so many summer events held at Blackpool. For example, Blackpool Airshow in one weekend only in August brings in thousands upon thousands heading into Blackpool North Station plus several world class dance competitions held in this resort between June to August. Not to mention the other massive events that are held in September. The World Firework Championships are also held in Blackpool every year in the month of September every 2nd weekend. Again, attracting thousands upon thousands to travel through the station.

The summer period at Blackpool North is like no other station it is the most joyous, chaotic, challenging, energetic, exhilarating, and fun experience all in one. A small gateline team - I just don’t know how they do it day in and day out their control is mind blowing.

During the summer season on weekdays, the team face the daily massive influx of customers which they thrive on then adapt their forward-thinking skills to the different spectrum of enormous weekend revellers. Always prepared to deal with all types of situations and do this with great positivity and mental strength. The challenges faced can vary from anti-social issues to attempted suicides to vulnerable minors to customers who have fled domestic violence to medical emergencies. The list is endless..

Customer situational awareness and the sincerity shown by this team are not just good it is impressive they have the ability to make a real impact. One situation that stands out was when a customer sadly collapsed on platform 3. The proactive thinking and quick positive reactions from this team to support and aid the customer made all of us proud. The team took the initiative and made the important decision to split themselves into different roles and quickly communicated this information with each other. They collaborated on how they were going to handle this sensitive situation making a decisive plan. There was no leader everyone worked with full cooperation it was very effective. One called the ambulance, one administered CPR, and another took the initiative to get the defibrillator ready for use if this was needed (yes it was used without hesitation by this team) this was administered while communicating with the emergency services on the phone and one gathered the privacy screens.

The other part of the team comforted and offered the customer's partner support and did not leave their side during this difficult time, while another managed crowd control the other called the Supervisor to put a block on platforms 3 and 4 to divert trains to other platforms. They all dealt with this challenging and difficult situation with such professionalism, great intention, complete confidence, and superb teamwork.

However, on a lighter note, they can also showcase their excellent customer service skills with their fun side and provide our passenger assist customers with a memorable experience giving them that extra special bit of Blackpool sunshine, which is welcomed by everyone. Blackpool Gateline is unique compared to other station teams due to them combining 3 job roles in one this team are the Gateline Operators, Platform Staff and Passenger Assistance all in one. Yes, they do it ALL themselves this Blackpool Gateline work all these multitasking roles with self-assurance and with great results. Always motivated nothing is too much trouble they have this positive mindset and inner belief that makes them high performers in all areas of station duties- truly awesome!

This team always say, ‘we have no individuals we are one team we work together’. The dedication, and commitment delivered every day is amazing. Highly focused on team cohesion and delivering customer service at the highest level. Each one helping each other to find solutions and making our customers have the best experience ever. This team shines with a friendly approach their aura at this station is infectious and is carried throughout the entire depot. These stars of the station always say ‘we are just doing our job' however, they do much more they just don’t know it. This team does more than going above and beyond they are all in a class of their own they do consider themselves to be more friends than colleagues this is so refreshing.

This team ensures our customers are at the heart of everything and they work closely with our Blackpool Travel Safe Officers as a support team. It is an awesome sight to see how well these two teams meticulously work together and it works exceptionally well. The Blackpool Gateline receive so many heartfelt praises from both our customers and colleagues at this station they feel so proud.

The Blackpool Gateline team inspire so many of us - they carry on regardless and can smile even when things are not going well and somehow always find away together to resolve and makes things better. These gateline magicians as I call them are remarkable, they always get through it – my sincere heroes you deserve this recognition!

Finally, I would like to say a huge shout out to all frontline staff in all the railway industries - we couldn't do it without you.“