At the heart of every successful business lies a culture of excellent customer service. This is particularly true in rail, where a passenger’s experience can shape their view of the entire network and of rail travel as a clean and efficient mode of transport.
The RailStaff Awards celebrates those who go above and beyond to deliver exceptional service with the Customer Service Team or Person Award. With this prize, we honour the individuals and teams who turn everyday interactions into meaningful connections and keep customers returning.
In 2026, Train’d Up, a leading national provider of apprenticeships, work-based learning, commercial training, has once again stepped up to support this prestigious award.
Since its formation in 2003, Train’d Up has become a nationally recognised centre of excellence for innovative training and development solutions. With sites across England and Scotland, the company is well placed to meet the needs of the rail industry nationally.
The company currently delivers a variety of national apprenticeship programmes, covering Railway Operations, Customer Service, and a range of Engineering to different industries. Whether you’re an employer looking to take on an apprentice or a young person seeking an opportunity, Train’d Up provides guidance and support every step of the way.
“We’re absolutely delighted to sponsor the Customer Service Team or Person Award,” says CEO Emma Barrett-Peel. “Customer service plays a vital role across the rail industry, and the RailStaff Awards provide an important opportunity to recognise the dedication and professionalism of the people who deliver it every day.”
A new standard
The Customer Service Award was presented in 2025 to Grand Central’s Customer Relations Team, whose achievements set a new standard for excellence. Between 2024 and 2025, the team resolved an impressive 98.6% of cases within 20 days, boosted customer satisfaction by 22%, and handled more than 42,000 interactions with unwavering professionalism and compassion.
Proactive initiatives and cross-functional collaboration drove real improvements across the business, transforming feedback into action, restoring passenger trust, and creating a compassionate, high-performing culture. The team not only elevated customer experience but strengthened the company as a whole.
“This is several years of hard work that’s finally paid off for us and our customers,” said Grand Central’s Sarah Newton. “We are a small team, but the amount of work these guys get through – and how they support our customers – is exceptional.”
As the rail industry continues to evolve, the importance of outstanding customer service remains constant. Behind every positive passenger experience are dedicated professionals who go the extra mile to ensure journeys run smoothly and customers feel valued.
The Customer Service Team or Person Award shines a spotlight on those individuals and teams whose commitment, empathy, and professionalism make a lasting difference. With the continued support of Train’d Up, the RailStaff Awards will once again recognise the people who represent the very best of the rail industry.
