Tangible pride

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As the busway service has grown, everything else has grown around it. Passenger growth across the whole network was 9% in 2016 and 2017. JADE SMITH

Linsey Frostick, General Manager at Arriva Luton, talks to Jade Smith about the depot’s success at the UK Bus Awards, including winning the Gold Award for the Bus and the Community Award

Linsey Frostick, General Manager at Arriva Luton, joined Arriva the Shires in 2003 as a customer service manager, remaining in customer services for eight years and gradually taking on customer service for Arriva Southern Counties. She took up the story: “My role then expanded further, covering Midlands, Southern Counties and Shires.

“I worked in customer service and marketing for a while, and then became regional marketing manager for Arriva the Shires and Arriva Southern Counties. We were a joined region with one set of directors for three years. Then through another restructure, Shires and Southern Counties were split up again so I thought a single small marketing area might not be a big enough challenge after covering the entire South East. At the time, general managers were being placed back into depots in the Shires after not having them for a few years. I’d always thought it was a job I could do. My son was older and I was able to be here whenever I needed to be, so I went for it. I only wanted to be general manager of Luton depot, which comes from that sense of ownership – I live here and want to make a difference.

“It’s been a learning curve and a lot of hard work, but we have a lot of fun doing it. Both the Engineering Manager, Cliff Ward, and Operations Manager, Mohammed Hanif, have been in the industry for 35 years, so their experience and willingness to be a good team is strong.

“I very much enjoy my job and one of the biggest reasons for that is the people I work with here in the depot, everyone, at all levels and all job functions. I spent two hours this morning talking to our Green Line coach drivers about how we can improve that service connecting Luton to London in the future. I now have six pages of ideas from them. The willingness from staff for this depot to succeed is so high.”

Bus in the Community

Arriva’s Luton depot is involved in as many community and charitable projects as it can, supporting the town across all communities, ages and cultures.

The Love Luton campaign is supported by Luton’s businesses, voluntary and community groups, as well as the council. Arriva Luton has been involved in the campaign since its conception for the Queen’s Diamond Jubilee in 2012. Linsey is the chair of the board which aims to develop pride, confidence and a positive image of the town. This is done by organising and promoting events with the community, as well as nationally. […]

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