Carol Iddon wins Outstanding Customer Service Award

Carol Iddon

Carol Iddon has won this year’s Outstanding Customer Service Award. The prize was presented by Pete Waterman on behalf of Tate Rail, who could not attend due to a staff illness.

Says Tom O’Connor, Rail Media Group, which organises the awards, ‘Carol Iddon has, by her hard work, directly increased both the business and patronage of the railway. She even helped supply better seating at her station. Her example is an inspiration to us all and a reminder that the rail industry’s greatest strength is its people.’

Carol Iddon works as a Customer Service Assistant for Northern Rail at Adlington Station. The station was originally only open part time but, after a full financial review of the station and its potential by Carol and her station manager, and much to the delight of the local community, the station now opens for a full seven hours each day Monday to Saturday which has led to a massive surge in takings from £50 per day to over £400 per day – a staggering 800% increase.

Northern Rail operates train services across the north of England and has 4,800 employees providing nearly 2,550 local and regional train services every weekday. Northern Rail’s trains call at over 500 stations of which it manages 462. The company leases around 290 trains, both diesel and electric.

Tate Rail, which sponsored the Outstanding Customer Service Award, works primarily with large organisations to provide second tier lineside infrastructure services on both Network Rail and London Underground.

The RailStaff Awards, now in its fourth year, celebrates the courage and heroism of the thousands of working people who make up Britain’s fast expanding rail industry. The RailStaff Awards is organised by the Rail Media Group, publishers of RailStaff, the leading industry newspaper specialising in good news stories about the railways and the people who work on them. RMG also publishes the rail engineer magazine taking an in-depth look at railway engineering developments. is a specialist rail recruitment web site also run by RMG. The next RailStaff Awards will be on 8th October 2011 at the International Convention Centre, Birmingham.

Over 500 railway staff and their families attended the RailStaff Awards at the International Convention Centre, Birmingham. Pete Waterman hosted the evening which opened with brief speeches of welcome by Edward Welsh, director of corporate affairs at the Association of Train Operating Companies (ATOC), and Iain Coucher, chief executive of Network Rail. ATOC and Network Rail are Associate Sponsors of the RailStaff Awards. After dinner comedian Alun Cochrane delighted the proceedings. Then, after the actual awards, railway staff danced the night away to live band, Fully FunKtional. ‘It was a great night out, a family get together and a celebration as well as a brilliant party,’ says Gemma King, organiser of the evening and manager of the RailStaff Awards.

Big hearted party goers at the RailStaff Awards managed to raise over £2,000 for the Railway Children – official charity of the RailStaff Awards.

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