Public recognition for Merseyrail customer star

Exceptional performances by hard-working Merseyrail staff have been recognised at an awards ceremony, with the first ever winner of a passenger-nominated award being announced.

Elaine Ellis, a station retailer at Town Green station in Aughton, was named as the Customer Star of 2022 at the annual Merseyrail Achievement Awards held at the Doubletree Hilton in Liverpool City Centre. 

The awards, the first to be held in two years since the COVID-19 pandemic, provided an opportunity to recognise the amazing work Merseyrail staff do, particularly those who have gone above and beyond whilst keeping the Liverpool City Region moving.

The event saw 16 different categories awarded, with more than 45 members of staff short-listed in total.

For the first time ever, the awards included a category with nominations from members of the public. The Merseyrail Customer Star category received 168 nominations from the community, with plaudits for staff and stations across the Liverpool City Region. 

This impressive list was whittled down to a short list of three, based on the number of nominations, quality of their actions and positive impact on the customers’ experience.

Passengers said about winner Elaine:

“Elaine is a pleasure to talk to in the mornings she is always chatty and extremely helpful she is an asset to Merseyrail. It is noticed how much she cares about her job her office and of course her customers.

“She is always positive and friendly to talk to and approachable for information, has a lovely nature and stops to chat and answer queries. 

Jane English, Deputy Managing Director of Merseyrail, said:

“Merseyrail prides itself on providing a customer experience the communities we serve can be proud of. Elaine is a shining example of all that is good about Merseyrail and I offer her my congratulations of this recognition.

“These awards are really important to recognise and reward staff who have given above and beyond in their jobs. 

“Everyone has had a tough time throughout the pandemic, so it’s great that we can get together and celebrate the dedication of colleagues and share methods and actions that can improve the Merseyrail service for the whole city region.”

The winners of all categories were as follows;

Community & Environment Award: James’ Place Virtual Challenge Team

Safety Star Award: Joan Bennett-Durkin

Bringing the values to life – Genuine: Michael Trippitt

Bringing the values to life -Professional: Gemma Dewhurst

Bringing the values to life – Proactive: Thomas Fagan

Bringing the values to life – Inclusive: Craig Talent

Team of the Year: Health & Safety Representatives

Leader of the Year: Ryan Isherwood

Rising Star of the Year: Chloe Farrell

Station Star of the Year: Emma Schofield

Revenue Protection Officer of the Year: Aaron Doyle

Train Presentation of the Year: Miles Sullivan

Operator of the Year: Andrew Styles

Internal Supplier of the Year: Daniel Dale

Customer Star: Elaine Ellis

Employees of the Year: Joan Bennett-Durkin & Thomas Fagan