No-one encapsulates ‘Service with a Smile’ better than Maurice Green.
He describes his role as station support assistant at Grantham railway station as ‘the job I love the most’. The 64-year-old says winning at the Grantham is Great Awards was a career highlight, and the Journal spoke to him to find out more about his job, and why it keeps him smiling.
What is your role at Grantham railway station?
I work part-time as a station support assistant. I meet and greet and look after customers, helping with any luggage, the barriers and finding out where they need to be. For anyone with a disability we phone ahead to let other stations know, and organise ramps for them to get on and off the trains. People don’t always have to ask for help - I will offer it.
Why do you enjoy your job so much?
I am a people person, and with this job I get to look after different people every day. Before this I worked in engineering for 40 years, first at Aveling Barford for 22 years and then at American Can for 18 years. When the can factory closed I decided to do something different, and I have always enjoyed this job. Out of all the jobs I have done in my career, this is the job I love the most.
How important is it to have people, not just machines, at railway stations?
It’s that personal touch, and we give the highest level of customer service. For some people it can be a bit daunting taking the train. Easter was a busy time, and last week we had one lady with five suitcases, two pushchairs and a wheelchair. We helped with carrying those, spoke to the guard and called up the station where she was heading. If there are children I try and make it a fun experience, by showing them how to put tickets through the machines. Firstly it is about helping people, but it is also about keeping the service running efficiently and smoothly. If you have someone struggling to get on the train at Grantham, it can affect what time the train arrives at other stations.
How did it feel to win the ‘Service with a Smile’ award?
I felt very honoured, especially as it was voted for by customers. I had a lot come up to tell me they had voted for me, and I’m very grateful. It was the highlight of my career.