News from East Midlands Trains


Annual Customer Service Awards Recognise Best East Midlands Trains Employees

East Midlands Trains top employees have been recognised at the company’s 2nd annual Customer Service Awards.

A total of 18 employees and one full team were awarded for their outstanding performance and commitment to customer service at a ceremony in Nottingham.  The winners received vouchers and individual trophies presented by Managing Director of East Midlands Trains, David Horne.

The overall winner for Outstanding Personal Contribution was Glen Fiddy, a Station Supervisor from Melton Mowbray who received many nominations from customers and from his colleagues.   Customers using Melton Mowbray station commented that Glen had “made the station feel like home” and that he “made train travel extra special”.  Glen, who has worked with East Midlands Trains since early 2012 said that winning the award had been the highlight of his career and it was an amazing surprise.

Other winners included Shaun Leonard from Sheffield who was named as Ticket Office Employee of the Year. On joining the company just 11 months ago, Shaun impressed the interviewers with his passion and enthusiasm for delivering exceptional customer service.  Shaun, who is registered blind, memorises train timetables in order to provide customers with the best ticket for their journey and often takes time away from the ticket office to assist customers onto their train. Shaun said that he felt very humbled and grateful to win the award and he would continue to give 100% to his customers.

Team of the Year went to the Nottingham station team for their hard work during the Nottingham re-signalling scheme in the summer.  The judges said that the winning team had gelled like they never had before in delivering the best possible service to customers during challenging circumstances.  Special awards were also presented by the judges to Darren Field-Thomas, Station Manager for Nottingham and Gary Griffiths, East Midlands Trains Project Manager for their role in the successful re-signalling scheme.

The full list of winners in the 2013 East Midlands Trains Customer Service Awards are:

  • Outstanding individual of the Year – Glen Fiddy from Melton Mowbray station
  • Unsung hero – Jane Brooks, Customer Services, Head Office, Derby
  • Supervisor of the Year – Ian Collins, Nottingham station
  • Customer service team of the year – Nottingham station team
  • Revenue Protection Employee of the Year – Steve Lloyd, Derby
  • Customer Host of the Year – Melanie Harrison, Derby
  • Train Manager of the Year – Larna Scott, Nottingham
  • Senior Conductor of the Year – Claire Peach, Derby
  • Driver of the Year – Julian Lapworth, Derby
  • Train Dispatcher of the Year – Zoe Wildgust, Nottingham station
  • Cleaner of the Year – Chris Gorecki, Nottingham station
  • Ticket Office Employee of the Year – Shaun Leonard, Sheffield station
  • Welcome Host of the Year – Laura Corobana from London St Pancras station
  • Depot Employee of the Year – Paul Cross from Neville Hill Depot, Leeds
  • Manager of the Year – Jason Cocker, Station Manager, Sheffield (for the second year running)
  • Outstanding contribution to the Environment – Lesley Walker, Sheffield station
  • Outstanding contribution to running a Right Time Railway – Colin Hunn, Norwich
  • Outstanding contribution to Safety – Paul Rogers, Etches Park Depot, Derby
  • Outstanding contribution to the Community – Matty Maternaghan, Station Services Team, Derby

Neil Micklethwaite, Customer Service & Commercial Director for East Midlands Trains, said: “These awards are really about celebrating success within our business and recognising those members of our team who have gone above and beyond to make sure their customer is more than satisfied and goes home feeling like East Midlands Trains really cares about them.

“Our staff all have a vital role to play in providing a great service to our customers, be that a driver, a cleaner or a train manager and it’s great that we’ve been able to recognise and reward such a large cross section of employees in this year’s awards.

 “We’d like to thank all of our customers who made nominations for their favourite customer service stars and congratulate all the winners on their well-deserved awards.”

The awards were sponsored by Jury’s Inn, Nottingham-based Marketing Agency m360 and Taylor Woodrow, part of the Vinci Group, who are currently delivering the major redevelopment scheme at Nottingham station.  Other guests at the awards were the Institute of Customer Service and Network Rail, who presented an award to their own team member, Dave Scarth, for his role in the Nottingham re-signalling project.