Sally Ralston

Said the following about Carol Morgan:

“Carol epitomises what it means to be genuine, always so considerate of her colleagues and passengers alike. A modest person who just gets on with her job without any fuss and truly believes everyone should be given the red carpet treatment, no matter who you are or where you are from, and very inclusive to all. As a Station Assistant on the ticket gates in Liverpool City Centre Carol understands she may be the only person some people have spoken to all day and a little chat goes a long way and can make people walk away happy. Her professional approach ensures a high standard of Customer Service is delivered at all times and as such she has received many letters of praise from customers.

Carol lives and breathes our values and this comes across in everything she does. Whether that be dealing with customers or colleagues. It is in her nature to be this way but she also understands the importance of portraying a professional image as whilst working on the frontline she is representing Merseyrail.

In terms of how to go about doing her job Carol demonstrates a genuine care for her role, in how she goes about her job on a daily basis and is an excellent role model to both new starters and long serving staff members. She supports new staff and shows them exactly what good actually looks like in line with Merseyrail standards and expectations. She also reminds existing staff of how important our values are and how enjoyable their day can be just by improving how theyinteract with our customers. Carol demonstrates our values every day on every shift in one way or another. Whilst people often think that someone has to have done one extraordinary thing to be worthy of an award we feel that Carol’s consistent, continued and exceptional work ethic as well as the support she gives the team and in turn the wider business should be recognised.

Carols welcoming demeanour and infectious smile has had a huge impact within her team. You can’t help but buzz off the passion that oozes out of her. She is a pleasure for the management team to manage and the other staff love working with her as her proactive attitude is good to be around. On top of that we often receive positive feedback from our customers and our contractors about how helpful and friendly Carol is. No task is too big, even after a demanding shift she’s still upbeat and positive.

Carol’s enthusiasm and dedication to her role has not gone unnoticed. Despite her modesty she stands out from the crowd, she isn’t the way she is for the praise or the glory she is how she is because she genuinely loves her job and loves working for Merseyrail and I can assure you that Merseyrail is a better place for having people like Carol on our team. Ultimately Carol just wants the best for the customers and her colleagues alike so she works very hard to make sure everyone gets the attention they deserve.“