Nottingham Tram Consortium’s administration team won the ‘Team of the Year’ award while NTC was highly commended (runners-up) in the Operator of the Year (having won this title last year) and Safety Initiative of the Year categories.
The black-tie Light Rail Awards, hosted by BBC’s Nicholas Owen at the Café Royal London on October 8th recognise excellence in operators and industry suppliers.
NTC’s administration team is only eight-strong, but between them they are responsible for an unenviable number of duties – among them answering the customer telephone helpline, investigating complaints, administering accounts, staff rosters, revenue, insurance, engineering and human resources. Despite the workload, the team has sustained annual performance monitoring system compliance for answering customer queries within strict time guidelines of between 98.5% and 100%.
This compliance has been recorded and checked monthly since trams began operating in Nottingham in 2004. More than 38 million passengers have been carried since then.
Polish passenger and freight operators would do well do learn about the importance of maintaining a well motivated team which takes care to look after its customers.