A submission in this category should demonstrate
A submission in this category should demonstrate
A submission in this category should demonstrate
We're looking for nominations for this award for a frontline member of staff (for example, school crossing patrols, bus drivers, highways inspectors, receptionists) who has gone beyond the call of duty in their role and delivered a better service as a result. The nominee will have demonstrated a real commitment to their service and your nomination will need to outline briefly what they have done to deserve this award, supported with statistical or anecdotal evidence. Supporting letters are useful in this category
We're looking for nominations for this award for a frontline member of staff (for example, school crossing patrols, bus drivers, highways inspectors, receptionists) who has gone beyond the call of duty in their role and delivered a better service as a result. The nominee will have demonstrated a real commitment to their service and your nomination will need to outline briefly what they have done to deserve this award, supported with statistical or anecdotal evidence. Supporting letters are useful in this category
PREVIOUS WINNERS
PREVIOUS WINNERS
PREVIOUS WINNERS
2023 Lindsey Reid, Transform Scotland
2022 Billy Bell, First Glasgow • Stephen Docherty, McGill’s Buses • Marc Macduff, First Glasgow • Dale McDonald, CrossCountry • Stuart Mearns, Edinburgh Trams
2020 Pamela McCluskey, Driver, First Scotland East
2023 Lindsey Reid, Transform Scotland
2022 Billy Bell, First Glasgow • Stephen Docherty, McGill’s Buses • Marc Macduff, First Glasgow • Dale McDonald, CrossCountry • Stuart Mearns, Edinburgh Trams
2020 Pamela McCluskey, Driver, First Scotland East
Buchanan Bus Station Team
Strathclyde Partnership for Transport
HIGHLY COMMENDED
Handling over 14 million passengers and nearly half a million departures annually, the Buchanan Bus Station team exemplifies dedication and compassion under pressure. From frontline staff to security and supervisors, the team regularly steps up to support passengers in emergencies — administering life-saving defibrillator care on four occasions and assisting over 400 stranded passengers during Storm Eowyn with blankets, snacks, and even impromptu sing-alongs. The team has responded swiftly to high-pressure incidents like bomb threats and provided crucial help to vulnerable passengers, including arranging emergency travel for a mother and her sick child. Their ability to remain calm, compassionate, and solution-focused has built trust with passengers and partners alike. Their contribution goes far beyond operations — they serve as a crucial human link between the station and the public, embodying the spirit of public service.
Buchanan Bus Station Team
Strathclyde Partnership for Transport
HIGHLY COMMENDED
Handling over 14 million passengers and nearly half a million departures annually, the Buchanan Bus Station team exemplifies dedication and compassion under pressure. From frontline staff to security and supervisors, the team regularly steps up to support passengers in emergencies — administering life-saving defibrillator care on four occasions and assisting over 400 stranded passengers during Storm Eowyn with blankets, snacks, and even impromptu sing-alongs. The team has responded swiftly to high-pressure incidents like bomb threats and provided crucial help to vulnerable passengers, including arranging emergency travel for a mother and her sick child. Their ability to remain calm, compassionate, and solution-focused has built trust with passengers and partners alike. Their contribution goes far beyond operations — they serve as a crucial human link between the station and the public, embodying the spirit of public service.
Buchanan Bus Station Team
Strathclyde Partnership for Transport
HIGHLY COMMENDED
Handling over 14 million passengers and nearly half a million departures annually, the Buchanan Bus Station team exemplifies dedication and compassion under pressure. From frontline staff to security and supervisors, the team regularly steps up to support passengers in emergencies — administering life-saving defibrillator care on four occasions and assisting over 400 stranded passengers during Storm Eowyn with blankets, snacks, and even impromptu sing-alongs. The team has responded swiftly to high-pressure incidents like bomb threats and provided crucial help to vulnerable passengers, including arranging emergency travel for a mother and her sick child. Their ability to remain calm, compassionate, and solution-focused has built trust with passengers and partners alike. Their contribution goes far beyond operations — they serve as a crucial human link between the station and the public, embodying the spirit of public service.
George McNeil
Bright Bus, McGill’s Bus Group
HIGHLY COMMENDED
George McNeil has made an extraordinary impact at Bright Bus, from launching the Airport Express service to engaging younger audiences through creative digital content. Starting his transport career over 22 years ago and joining Bright Bus in 2019, George’s work ethic and leadership have earned him promotions to Duty Manager and then Airport Duty Manager. George ensures the smooth running of Bright Bus operations at Edinburgh Airport, supporting passengers and staff alike. He regularly volunteers for extra shifts and is a key mentor to colleagues. His passion for videography and TikTok has brought a fresh, relatable tone to internal communications and customer engagement — from route diversions to student travel guides. George’s upbeat, customer-first attitude has made him a valued figure for passengers and a much-loved member of the Bright Bus team. He blends operational excellence with a creative, people-focused approach that’s had real business and community impact.
George McNeil
Bright Bus, McGill’s Bus Group
HIGHLY COMMENDED
George McNeil has made an extraordinary impact at Bright Bus, from launching the Airport Express service to engaging younger audiences through creative digital content. Starting his transport career over 22 years ago and joining Bright Bus in 2019, George’s work ethic and leadership have earned him promotions to Duty Manager and then Airport Duty Manager. George ensures the smooth running of Bright Bus operations at Edinburgh Airport, supporting passengers and staff alike. He regularly volunteers for extra shifts and is a key mentor to colleagues. His passion for videography and TikTok has brought a fresh, relatable tone to internal communications and customer engagement — from route diversions to student travel guides. George’s upbeat, customer-first attitude has made him a valued figure for passengers and a much-loved member of the Bright Bus team. He blends operational excellence with a creative, people-focused approach that’s had real business and community impact.
George McNeil
Bright Bus, McGill’s Bus Group
HIGHLY COMMENDED
George McNeil has made an extraordinary impact at Bright Bus, from launching the Airport Express service to engaging younger audiences through creative digital content. Starting his transport career over 22 years ago and joining Bright Bus in 2019, George’s work ethic and leadership have earned him promotions to Duty Manager and then Airport Duty Manager. George ensures the smooth running of Bright Bus operations at Edinburgh Airport, supporting passengers and staff alike. He regularly volunteers for extra shifts and is a key mentor to colleagues. His passion for videography and TikTok has brought a fresh, relatable tone to internal communications and customer engagement — from route diversions to student travel guides. George’s upbeat, customer-first attitude has made him a valued figure for passengers and a much-loved member of the Bright Bus team. He blends operational excellence with a creative, people-focused approach that’s had real business and community impact.
Lorna Hunter
ScotRail Trains Ltd
WINNER
Lorna Hunter, a conductor with ScotRail since 2011, has twice been named Employee of the Month — most recently for her courageous actions during a late-night incident with a disruptive passenger. Lorna protected a vulnerable woman while staying calm and professional under pressure, directly assisting British Transport Police in resolving the situation. But her care goes far beyond this one moment. Lorna is a customer favourite, frequently praised on social media for her warmth, kindness, and professionalism. Whether helping disabled passengers disembark or simply brightening a journey with her friendly demeanour, she consistently embodies excellent service. Lorna also supports her colleagues, particularly new entrants, and sets a strong example in teamwork and public service. Her dedication on and off the train has made her a vital member of the Stirling conductor team and a powerful ambassador for the ScotRail brand.
Lorna Hunter
ScotRail Trains Ltd
WINNER
Lorna Hunter, a conductor with ScotRail since 2011, has twice been named Employee of the Month — most recently for her courageous actions during a late-night incident with a disruptive passenger. Lorna protected a vulnerable woman while staying calm and professional under pressure, directly assisting British Transport Police in resolving the situation. But her care goes far beyond this one moment. Lorna is a customer favourite, frequently praised on social media for her warmth, kindness, and professionalism. Whether helping disabled passengers disembark or simply brightening a journey with her friendly demeanour, she consistently embodies excellent service. Lorna also supports her colleagues, particularly new entrants, and sets a strong example in teamwork and public service. Her dedication on and off the train has made her a vital member of the Stirling conductor team and a powerful ambassador for the ScotRail brand.
Lorna Hunter
ScotRail Trains Ltd
WINNER
Lorna Hunter, a conductor with ScotRail since 2011, has twice been named Employee of the Month — most recently for her courageous actions during a late-night incident with a disruptive passenger. Lorna protected a vulnerable woman while staying calm and professional under pressure, directly assisting British Transport Police in resolving the situation. But her care goes far beyond this one moment. Lorna is a customer favourite, frequently praised on social media for her warmth, kindness, and professionalism. Whether helping disabled passengers disembark or simply brightening a journey with her friendly demeanour, she consistently embodies excellent service. Lorna also supports her colleagues, particularly new entrants, and sets a strong example in teamwork and public service. Her dedication on and off the train has made her a vital member of the Stirling conductor team and a powerful ambassador for the ScotRail brand.
Selby Khumalom
Caledonian MacBrayne
HIGHLY COMMENDED
Selby Khumalom has played a pivotal role in the success of Caledonian MacBrayne’s new Centre for Excellence, set up to support staff during the biggest technological change in 25 years: a new ticketing and eBooking system. Though not a formally trained educator, Selby’s deep system knowledge and intuitive understanding of people enabled him to create accessible, inclusive learning resources tailored to all learning styles. His empathy, patience, and ability to put colleagues at ease during training sessions have earned him praise across the organisation. Selby doesn’t just support technical understanding — he champions both customer and colleague perspectives, pushing for improvements that enhance system usability and service delivery. Thanks to his contributions, many staff have returned to post more confident and equipped. Selby is not only a trusted trainer but also a change agent who personifies the values of collaboration, care, and continual improvement.
Selby Khumalom
Caledonian MacBrayne
HIGHLY COMMENDED
Selby Khumalom has played a pivotal role in the success of Caledonian MacBrayne’s new Centre for Excellence, set up to support staff during the biggest technological change in 25 years: a new ticketing and eBooking system. Though not a formally trained educator, Selby’s deep system knowledge and intuitive understanding of people enabled him to create accessible, inclusive learning resources tailored to all learning styles. His empathy, patience, and ability to put colleagues at ease during training sessions have earned him praise across the organisation. Selby doesn’t just support technical understanding — he champions both customer and colleague perspectives, pushing for improvements that enhance system usability and service delivery. Thanks to his contributions, many staff have returned to post more confident and equipped. Selby is not only a trusted trainer but also a change agent who personifies the values of collaboration, care, and continual improvement.
Selby Khumalom
Caledonian MacBrayne
HIGHLY COMMENDED
Selby Khumalom has played a pivotal role in the success of Caledonian MacBrayne’s new Centre for Excellence, set up to support staff during the biggest technological change in 25 years: a new ticketing and eBooking system. Though not a formally trained educator, Selby’s deep system knowledge and intuitive understanding of people enabled him to create accessible, inclusive learning resources tailored to all learning styles. His empathy, patience, and ability to put colleagues at ease during training sessions have earned him praise across the organisation. Selby doesn’t just support technical understanding — he champions both customer and colleague perspectives, pushing for improvements that enhance system usability and service delivery. Thanks to his contributions, many staff have returned to post more confident and equipped. Selby is not only a trusted trainer but also a change agent who personifies the values of collaboration, care, and continual improvement.
Maxine Tait
Caledonian MacBrayne
HIGHLY COMMENDED
Maxine Tait has been instrumental in the success of Caledonian MacBrayne’s newly launched Centre for Excellence, established to support staff through the rollout of a new eBooking and ticketing system. As one of four peer trainers, Maxine brought hands-on experience, empathy, and deep operational knowledge to her role—ensuring training was practical, relatable, and confidence-building. Her standout contribution came when she supported a returning crew member aboard MV Loch Buie, delivering tailored, on-the-job training that addressed both technical skills and emotional reassurance. Her calm, professional approach helped the colleague overcome challenges and reintegrate smoothly. Maxine’s efforts have been praised for their effectiveness and human touch, contributing to strong customer satisfaction scores and positive feedback across the board. She exemplifies CalMac’s frontline values—dedication, resilience, and care—and has played a key role in ensuring staff felt supported during a time of significant change.
Maxine Tait
Caledonian MacBrayne
HIGHLY COMMENDED
Maxine Tait has been instrumental in the success of Caledonian MacBrayne’s newly launched Centre for Excellence, established to support staff through the rollout of a new eBooking and ticketing system. As one of four peer trainers, Maxine brought hands-on experience, empathy, and deep operational knowledge to her role—ensuring training was practical, relatable, and confidence-building. Her standout contribution came when she supported a returning crew member aboard MV Loch Buie, delivering tailored, on-the-job training that addressed both technical skills and emotional reassurance. Her calm, professional approach helped the colleague overcome challenges and reintegrate smoothly. Maxine’s efforts have been praised for their effectiveness and human touch, contributing to strong customer satisfaction scores and positive feedback across the board. She exemplifies CalMac’s frontline values—dedication, resilience, and care—and has played a key role in ensuring staff felt supported during a time of significant change.
Maxine Tait
Caledonian MacBrayne
HIGHLY COMMENDED
Maxine Tait has been instrumental in the success of Caledonian MacBrayne’s newly launched Centre for Excellence, established to support staff through the rollout of a new eBooking and ticketing system. As one of four peer trainers, Maxine brought hands-on experience, empathy, and deep operational knowledge to her role—ensuring training was practical, relatable, and confidence-building. Her standout contribution came when she supported a returning crew member aboard MV Loch Buie, delivering tailored, on-the-job training that addressed both technical skills and emotional reassurance. Her calm, professional approach helped the colleague overcome challenges and reintegrate smoothly. Maxine’s efforts have been praised for their effectiveness and human touch, contributing to strong customer satisfaction scores and positive feedback across the board. She exemplifies CalMac’s frontline values—dedication, resilience, and care—and has played a key role in ensuring staff felt supported during a time of significant change.
Michael Munro
Scottish Citylink Coaches
HIGHLY COMMENDED
With nearly 37 years of service, Michael Munro is a cornerstone of Scottish Citylink’s operations. As Revenue Protection and Quality Assurance Controller, Michael plays a key role in maintaining high standards across the network. Conducting over 1,500 vehicle and driver quality checks annually, he ensures compliance, supports staff training, and helps reduce revenue loss through accurate ticketing. His meticulous reporting has led to operational improvements and stronger driver performance. But Michael’s contribution goes far beyond the technical. He’s a mentor and role model — frequently covering shifts during shortages, resolving passenger issues in high-pressure situations, and offering guidance to new staff. His reliability, problem-solving skills, and customer focus have earned him widespread respect within the company. Known for going the extra mile, Michael exemplifies dedication, care, and consistency — values that have kept Citylink’s reputation strong and its services running smoothly for decades.
Michael Munro
Scottish Citylink Coaches
HIGHLY COMMENDED
With nearly 37 years of service, Michael Munro is a cornerstone of Scottish Citylink’s operations. As Revenue Protection and Quality Assurance Controller, Michael plays a key role in maintaining high standards across the network. Conducting over 1,500 vehicle and driver quality checks annually, he ensures compliance, supports staff training, and helps reduce revenue loss through accurate ticketing. His meticulous reporting has led to operational improvements and stronger driver performance. But Michael’s contribution goes far beyond the technical. He’s a mentor and role model — frequently covering shifts during shortages, resolving passenger issues in high-pressure situations, and offering guidance to new staff. His reliability, problem-solving skills, and customer focus have earned him widespread respect within the company. Known for going the extra mile, Michael exemplifies dedication, care, and consistency — values that have kept Citylink’s reputation strong and its services running smoothly for decades.
Michael Munro
Scottish Citylink Coaches
HIGHLY COMMENDED
With nearly 37 years of service, Michael Munro is a cornerstone of Scottish Citylink’s operations. As Revenue Protection and Quality Assurance Controller, Michael plays a key role in maintaining high standards across the network. Conducting over 1,500 vehicle and driver quality checks annually, he ensures compliance, supports staff training, and helps reduce revenue loss through accurate ticketing. His meticulous reporting has led to operational improvements and stronger driver performance. But Michael’s contribution goes far beyond the technical. He’s a mentor and role model — frequently covering shifts during shortages, resolving passenger issues in high-pressure situations, and offering guidance to new staff. His reliability, problem-solving skills, and customer focus have earned him widespread respect within the company. Known for going the extra mile, Michael exemplifies dedication, care, and consistency — values that have kept Citylink’s reputation strong and its services running smoothly for decades.