Simon Brooks

Said the following about Keith Matthews:

“Keith has really shone this year as a customer service assistant in the ticket office at Salford Crescent Station, with his customer-focussed attitude and genial manner. He always has a smile on his face, is polite and helpful to customers and instils a fantastic first impression of Northern Rail to everyone who travels with us.

In addition to this, Keith has shown courage and composure under extraordinary pressure; on two separate occasions this year, a customer suffered a heart attack on the station. Unfortunately in the first instance the individual could not be revived despite Keith and colleagues administering CPR, but he was instrumental in keeping the customers calm and away from the casualty as much as possible. He managed all this despite learning that the individual was related to a former colleague.

In the second instance the customer retained consciousness and Keith sat with her, keeping her calm and reassured until the ambulance arrived. Keith’s swift actions prevented the situation from escalating and the outcome could have been very different if he had not been present. In both instances Keith remained professional and composed and I cannot speak highly enough of his conduct.

In addition to this Keith has recently taken a leading role in supporting a new member to the ticket office team, on several occasions putting in extra hours to support and guide her. The new staff member has now passed out at the station and Keith has spoken to me of his happiness and pride in her success.

Keith is a consummate professional, always thinks of others and is a real asset to the team. I could not be prouder to have him on the team at Salford Crescent Station.“