SERP wins two UKROEd awards

The Safer Essex Roads Partnership (SERP) has won two national UK Road Offender Education (UKROEd) awards.

Held online this year, the awards are an opportunity to recognise those who have made an outstanding contribution to the scheme.

SERP’s booking office team received one of the two outstanding contribution to customer service awards on the night for its response to the COVID-19 pandemic. When the first lockdown happened, the team had to move all its booked clients from face-to-face to online courses and support the trainers who deliver the courses in moving to an online solution.

This was a worrying time for clients because they had to attend a course within a defined legal timeframe. The team had to contend with a massive change in the way they worked, an increase in their workload, on top of working from home and making sure they could access all the systems they use.

Accepting the award virtually on behalf of the team, Joanne Biles, Driver Improvement Supervisor, who said: “I am very proud of everyone. I can say with confidence that without their dedication and hard work, there would have been many drivers out there who would not have been able to benefit from a course.”

The award for outstanding contribution to the overall scheme went to Hilary Wood, Driver Improvement Officer, SERP. Hilary said: “We’ve all been through a year like no other. I work within a fantastic team who have all risen to challenges, often adapting at a minute’s notice to make things happen. This team has enabled me to do my job. A big thank you to them all for their extra efforts.”

Sally Plail, Driver Improvement Team Leader, SERP, said: “It has been a difficult year for everyone, and I am delighted that the team has been recognised for its achievements but also acknowledge that there are many people who have not been mentioned that have also contributed to the success of SERP especially during the last year. We thank them all.”

Liz Burr, Head of Network and Safety/Traffic Manager, said: “These awards are well deserved. The NDORS team delivered digital courses to over 51,500 clients. Before COVID this would have been 2500 courses, but the necessary switch to digital meant delivery through 8000 courses – a large increase in workload for them. They also answered over 10,500 emails and 30,000 voicemails during the year, changed their working pattern to cover evenings and weekends and arranged early and late shifts. Their dedication and professionalism has been exemplary and I’m delighted that they’ve been recognised by their peers.”

07 May 2021

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