Tom rewarded for going the extra mile

A Coventry-based National Express employee has put his career into top gear after fending off competition from across the globe to win a prestigious company award.

Customer service advisor Tom Westlake was one of four lucky winners to be picked out of 42,000 other employees to win a National Express Group Value Award.

The 23-year-old who lives in Coundon and works at Pool Meadow bus station won the award for his outstanding customer service skills after being nominated by several other employees.

Tom received nominations from across the business with people making comments such as that they had never seen anyone with such a proactive and passionate attitude as his.

Pool Meadow bus station is Coventry’s major bus and coach interchange and since Tom is the only National Express member of staff permanently based there, he has been able to build great relationships with the bus and coach drivers who use the station.

His line manager Russell Jinks said: “Since Tom joined National Express he has demonstrated a real desire to provide the best possible customer service, whether that is through staying late, working throughout the night or simply selling a coachcard, nothing is too much trouble for him. Tom is a pleasure to have in my team and I am really proud of his efforts over the last 12 months.”

Tom said: “Every day can be different, sometimes I’m helping passengers find the right service, and sometimes I’m helping drivers with their schedules or providing information. As it’s just me at Coventry I like to make sure the customers that pass through there have a great experience. I am passionate about National Express as a company and I love to give great customer service.”

UK Coach Managing Director Tom Stables said: “Tom is a well deserved winner of our customer award and he is a shining example of an employee – hard working, dedicated, proactive, creative and friendly to customers – he is a real asset to the business.”

Tom and the other National Express Values Awards winners were all officially recognised at a ceremony at the Bloomsbury Ballroom in London. There they met National Express Group CEO Dean Finch who presented each of them with a £5000 prize.

Published 4th May 2016