Adam Golton

Said the following about Max Eaves:

“Max sets the benchmark for support staff helping in times of disruption. He is always the first to volunteer to help, often staying late into the night after a full day’s work, and is very proactive. He has been subject to mystery shopper surveys, scoring very highly and positive feedback on his support has been received on

numerous occasions.

His day to day work on IT Projects also demonstrates his professionalism and pro-activeness. For example, in the 3 years since their introduction, the interfaces between the Icomera WiFi and Bombardier Train Management systems on the 379 fleet had never properly worked. Despite their best efforts, the suppliers were unable to remediate. Max adopted the problem and through a process of elimination, eventually identified an incompatibility in the low level code of the WiFi operating system. He then arranged an upgrade test on one 379 unit, confirmed that the issue was fixed and pushed through the required engineering changes to update the whole fleet.

To quote Jackie Gibbs - Head of Service Quality Standards - "Max Eaves has repeatedly and pro-actively assisted the Customer Service team during disruption at Liverpool Street, never shying from the challenges this involves. He attends with a positive frame of mind and the soul purpose of assisting his colleagues on the front-line, passing on relevant information assisting customers with their onward journey. Max has been instrumental in identifying areas of improvement during both disruption and when he has volunteered to assist with National Passenger Survey duties. The manner in which he approaches these duties is an inspiration to his fellow colleagues within One Stratford Place and front-line staff" His enthusiasm for the job and his determination to get to the bottom of issues shines through in how he approaches IT projects.

He adopts a proactive approach - he is always the first person to volunteer to help at times of disruption, but more than that, he will make sure he gets fully briefed and prepared to help and actively provides feedback after the disruption.

He gave up a weekend to help at Chelmsford Station when the V Festival was on, and wrote an article on his experiences for the magazine afterwards.

To quote our Operations Director when he witnessed Max in action early one morning at Liverpool Street - “he displayed a great example of customer service at LST this morning, standing face forward facing the hordes of customers coming from platforms 11 and 12, well dressed, holding up delay repay folders and speaking to everyone with a smile. His enthusiasm and passion to help out whilst in a completely different role are exemplary for many of our office colleagues and should be recognised and put forward as example in the biggest sense possible. What a gem and ambassador for our company.”

Max does a great job in his role as IT Project Manager, with some notable achievements. However what makes Max really stand out is his passion for the business and understanding of how to give support to the front line. Numerous people have provided feedback on his contribution and he is only too willing to give up evenings and weekends to help the business when we really need to support the front line. To me, he exemplifies our values and behaviours and sets the benchmark on how our support staff should help out during disruption.“