Hailey Giblin

Said the following about Neil Taylor:

“Lumo Customer Experience Ambassador, Neil Taylor, is a bubbly character with great humour and work ethic, which is continually praised by customers and colleagues. This recognition resulted in Neil receiving Lumo’s ‘Customer Choice’ award at our Celebrate Well awards ceremony earlier this year.

Impact on customers

Neil has been part of the team for two years and he is always open for a friendly chat. He brightens up the days of everyone he meets with a constant smile on his face. He doesn’t believe that anything is too much trouble when helping colleagues and customers alike.

Going above and beyond is Neil’s motto, which helps ease the pressure of trying times caused by any issues on the service. He’s consistently turning what could easily be a negative experience into a positive interaction and journey for customers to report back to loved ones.

For example, Neil was part of the team that dealt with a customer who was choking onboard one of the services. Neil quickly jumped into action and helped the customer by administering initial first aid. He also made sure that the Customer Driver and other Customer Experience Ambassador knew what was happening so that they could make swift arrangements with the emergency services.

This took place whilst the service was moving, and other customers were onboard. Neil had a wave of feedback from customers following his heroic incident. This is something that Neil took in his stride, yet, it made a significant difference to the customer and their family.

Impact on colleagues

Neil’s positive outlook has contributed to his great reputation during the two years he has worked at Lumo. Colleagues now come to work more enthused and excited for the day when they are scheduled to work alongside Neil. With many sharing that they have been inspired by Neil’s outlook and try to channel this positivity into their own work and personal life.

Team Gratitude

While you don’t have to be around Neil long to understand why he is nominated; a colleague has helped to paint the picture of him by saying:

“Neil is a dream to work with, never hesitating to help customers whether that is with their luggage or brightening their day with his witty humour. Colleagues adore working with him, always providing great customer service making shifts with him a pleasure.”

Another colleague supports this statement:

“The joy he brings to your working day is amazing. Neil is always professional whilst also being personable and a great laugh. It is true that colleagues adore him as much as customers do, a shift with Neil is sure to be a great day.”“