“THIS JOB WAS MY SALVATION”
Through challenging times in life and at work, Employee of the Year Hakim Bouhedja remains a shining example of customer serviceE
Every time Hakim Bouhedja starts work he’s determined to make customers feel happier. Whether it’s getting them from A to B, helping them feel safe or arranging support if they are unwell, he knows the value of making a positive difference.
It’s an approach that has helped him build a close rapport with his regular customers and which earlier this year earned him the accolade of Employee of the Year at our Shining Star awards.
Hakim, a customer host based at Gospel Oak station, has been with ARL for eight years, initially joining as general purpose relief (GPR). His career path could have been very different, however. He studied international relations at university and had set his sights on a job in conflict resolution with the United Nations. But after a series of unfulfilling roles, he describes the job with Arriva as his “salvation”.
“Making customers happy is my priority,” he says. “I love interacting with passengers whether it is by helping them on their journey or just by being friendly, as a simple smile or a wave can make someone’s day. I always make sure they are satisfied before leaving my station.”
"I always try to do something that will make a difference to customers"
Hakim’s diplomacy skills now come in useful during challenging moments. He says: “Some passengers get frustrated and angry. I try my best to remain calm and diffuse the situation by listening and helping them find a solution. It can be difficult but that’s when you need to step up and take responsibility, and I enjoy that challenge.”
Shining Star nominations from colleagues show he is someone willing to go beyond the call of duty (see panel).
There’s another, more poignant reason why Hakim is thankful to be in a job where he is well supported by colleagues. Four years ago, he lost his wife to breast cancer. The couple had a baby daughter, and it was a devastating blow.
He says: “My family was torn apart when I lost my late wife. I had to leave my daughter to live with her grandmother in my home country, Algeria. Grieving and being away from my daughter was extremely difficult, I hit rock bottom, with depression, anger and horrible thoughts.
“Thankfully, amazing colleagues and managers have been there for me throughout. The company has also provided counselling and time off when I needed it.”
Hakim has since remarried and credits his new wife and wider family for supporting him and his daughter through difficult times. It’s enabled him to focus again on bringing a smile to customers’ faces.
“I went from being a broken man to being employee of the year. It’s amazing that customers and colleagues appreciate what I do.”
Some of Hakim’s Shining Star nominations
• Hakim helped a woman with dementia download an app to manage her Oyster card. He also found an app that helps people with dementia remember things. She told Hakim that he made her day by listening to her needs.
• A young man ran into the station saying someone was chasing him. Hakim calmed him down, called 999 and provided a safe space until the police arrived.
• A passenger fell outside the station and was in severe pain. An ambulance was called but was delayed, so Hakim accompanied her to a nearby hospital.
Do you have a colleague who is a Shining Star? Nominate them using the form on The Village.
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