Recruitment
“The unprecedented situation we found ourselves in due to lockdown brought many challenges. One of the biggest for the transport industry was how to get refunds to the many customers that could no longer travel.
Many organisations and industries received a lot of negative media coverage for the way they handled refunds. Avanti however received a lot of praise and much of this was down to Lisa's efforts and hard work.
We quickly needed to set up a way of remotely refunding customers who would have usually had to return to the ticket office for their refund. This was no mean feat and required the help and support of many different departments and involved a lot more than just returning the funds back to the customers.
It's fair to say Lisa 'pulled all the strings' and facilitated due diligence, obtaining delegated authority, ensuring lennon settlement, financial reconciliation and ensured that around 200 customers received their season ticket money back within 2 weeks of application. Over £2 million pounds paid back to anxious customers at such a difficult time. I know Lisa worked until late at night, during weekends and all whilst trying to juggle childcare.
Lisa cared about ensuring the money was returned into customers pockets very quickly at what was a very difficult time and she did a wonderful job, way beyond expectations.“
““John Sheehy the General Manager at the Transport Benevolent Fund CIO is pleased the Fund is able to sponsor the Station Staff Award again this year. John said Station staff are an integral part of the railway and being the first port of contact, they play a very important role in helping customers and making their experience on the railway a pleasant one. They often have to deal with difficult situations that require compassion and courage when helping vulnerable people who enter the railway. They simply are a credit to the railway industry.”
Latest Twitter Updates
Follow us @RailStaffAwards