Outstanding customer service is the heartbeat of any successful organisation, and in the rail industry it can define a passenger’s entire journey. The Customer Service Person or Team Award celebrates those who go above and beyond to deliver exceptional experiences.
Great service doesn’t just solve problems; it builds trust, loyalty, and long-term confidence in rail travel. This award is our opportunity to honour the individuals and teams who turn everyday interactions into meaningful connections and keep customers returning.
This award this year was presented to Grand Central’s Customer Relations Team, whose achievements set a new standard for excellence. Over the past year, the team has resolved an impressive 98.6% of cases within 20 days, boosted customer satisfaction by 22%, and handled more than 42,000 interactions with unwavering professionalism and compassion.
The team’s proactive initiatives and cross-functional collaboration have driven real improvements across the business. It has transformed feedback into action, restored passenger trust, and created a compassionate, high-performing team culture that defines customer advocacy. Its work has not only elevated customer experience but strengthened the company as a whole.
“This is several years of hard work that’s finally paid off for us and our customers,” said Grand Central’s Sarah Newton on behalf of the team.
“We are a small team, but the amount of work these guys get through – and how they support our customers – is exceptional.”
The Customer Service Team or Person Award was presented by Paul Dalgleish of Train’d Up, a leading national provider of apprenticeships and work-based learning solutions.
A long-standing supporter of the RailStaff Awards, Train’d Up continues to champion excellence across the rail industry.
Highly commended:
Laura Holmes, Southeastern
Ollie Ivan, South Western Railway
