Sytner JLRS Division
Dave Poole (left), Parts Manager, congratulating Izzabella Bedford.
Award Nominee, September 2025
Izzie Bedford is our Making It Special this September for Sytner JLR Bristol.
With all the ongoing issues surrounding JLR and parts supply, Izzie has taken it upon herself to source as many parts as possible from other dealers, which has, in turn, allowed the workshop to keep fixing clients’ cars and keep them mobile.
Her commitment and dedication to the task has been a massive help to both the business and our clients.
Yes, the company credit card and BACS payments have taken a bit of a battering – but without Izzie’s hard work, a lot of cars would still be parked up on site.
Well done Izzie, for going above and beyond!
Jason Emanuel (left), Managing Director, congratulating Jane Dunsombe.
Award Nominee, September 2025
Since the middle of the year Jane has been covering a couple of roles. In addition to her normal day to day duties she has worked additional hours (without complaint!) to successfully execute numerous HR duties from new starter inductions to daily Team admin support as well as covering reception calls due to short staff shortage. This has allowed key managers to continue to focus on the challenges we have faced in September due to the cyber-attack. Whilst taking on the extra duties Jane has continued to successfully fulfil her role.
Thank you, Jane, for your help and support over the last few months for your committed work ethic and team support, it is very much appreciated from all the team
Mike Tyson (right), Managing Director, congratulating Conrad Humphrey.
Award Nominee, September 2025
A customer called our Client Service Manager to express her gratitude for the assistance she received from Conrad during her visit.
I cannot sing your praises enough for your help and assistance yesterday. My husband has dementia and I don't fully understand his Land Rover and needed help with the seats. The care and attention Conrad showed me is the best customer service I have ever received and reduced me to tears. Conrad was also very charming! Thank you for everything
– Mrs Shaw
Roman Zawadzki (left), Head of Sales, congratulating Kelly Thompson.
Award Nominee, September 2025
Kelly worked most weekends and many evenings in September to navigate the workarounds due to the JLR cyber attack. Kelly sacrificed her own time to ensure clients could pick up their cars. Its fair to say at many points it was quite stressful and Kelly liaised with other retailers, kept the team informed and got the job done.
Paul Williams (right), Head of Business, congratulating Lewis Daniels.
Jaguar Land Rover Huddersfield
Award Nominee, September 2025
I am proud to nominate Lewis Daniels for the “Making It Special” award.
Lewis consistently goes above and beyond, but one recent example truly captures what this award is all about.
A customer had just purchased their new car but was about to head off on holiday, with one crucial step outstanding — the mandatory driving licence check. Without it, their vehicle couldn’t be prepared in time.
Lewis had already dedicated his afternoon to ensuring the customer’s purchase journey was smooth and enjoyable. But when it became clear the licence check couldn’t be completed in-store before the holiday, he refused to let this become a setback. Instead, at 7 pm that same evening, Lewis personally drove to the customer’s home to carry out the check.
Thanks to his commitment, the check was finalised in time, the vehicle was prepared while the customer was away, and it was seamlessly delivered to their daughter — ensuring everything was ready and stress-free. What could easily have been a frustrating and inconvenient situation was transformed into a moment of genuine delight for the whole family.
Lewis’s dedication, professionalism, and personal touch turned a potential obstacle into a story the customer will remember for all the right reasons. His actions are the perfect example of “Making It Special” at JLR Huddersfield.
Nick Miernik (right), Head of Business, congratulating Samantha Beighton.
Award Nominee, August 2025
This month’s Making It Special goes to someone who truly embodies the spirit of care, generosity, and positivity within our dealership Samantha Beighton.
She is someone who so often goes unnoticed because she’s always putting others first. Day in and day out, she is a constant positive presence and an amazing help across every department. Whether it’s stepping in to support her colleagues, keeping the team motivated, or simply brightening the workplace with her warmth, she always goes the extra mile without ever asking for anything in return.
Her thoughtfulness is shown in the little things that make such a big difference — from the freshly made cakes and famous millionaire’s shortbread, to the dealership favourite: her home made sausage rolls, baked fresh on site after coming in early, just to make sure everyone starts the day with a smile.
What makes this recognition even more special is that the entire sales team nominated her, solely because of the way she looks after them and keeps morale high. On top of that, she regularly receives customer commendations for her outstanding service and kindness — proof that her impact reaches far beyond just our team.
She is the heart of this dealership, a true example of what it means to “make it special,” and we couldn’t be more proud to present this award to her.
Paul Curtis (right), Head of Aftersales, congratulating Michael Taylor.
Award Nominee, August 2025
Michael received 20 VOC survey responses in August, all with positive scoring.
Michael finished August with 100% customer satisfaction.
Duggie Sarris (left), After sales Manager, congratulating Jacky Hannan.
Award Nominee, August 2025
We would like to nominate Jacky Hannan for assisting in pushing the result into Saturday evening. Jacky went over and above for the benefit to the business, Jacky worked through her personal time. Just to announce how we recognise her dedication and appreciation, thank you Jacky.
Paolo Bragalone (left), Sales Manager (New), congratulating Alfy Umar Farook.
Jaguar Land Rover South West London
Award Nominee, August 2025
Alfy is our August nomination following the amazing client feedback received!
Dear Mr. Williams-Linseele, I am writing to express my gratitude and to highlight Mr. Al Fayad Umar Farook’s exceptional dedication and flexibility to ensure customer satisfaction. I initially reached out to Sytner SW to enquire about vehicle availability once I secured a new role within my company permitting repatriation to the UK from Texas USA. I was directed to Alfy who helped shortlist options and made the process of buying a Land Rover straightforward.He demonstrated exceptional dedication and flexibility by accommodating my request to deliver the vehicle to Heathrow Terminal 5 upon our arrival. His timely delivery upon our arrival, prompt communication and efficient handling of the paperwork at the airport significantly eased our transition and onward journey. This was particularly important to me to ensure my wife, and 2 young boys didn’t have unnecessary waiting time between flight and getting on the road, without Alfy’s support we would have incurred at least an additional day of travel, adding to my family’s stress during our repatriation to the UK. Moreover, Alfy's professionalism was evident when he covered the terminal parking fee and declined my offer to pay for his return transportation. Throughout the process Alfy was always courteous and his commitment to customer satisfaction is evident. To summarize, Alfy went above and beyond his roles and responsibilities at Sytner SW, his professionalism and customer-centric approach are commendable and make him an invaluable asset to your organisation. Sincerely Mr Willis
–
Gary Slater (right), Head Of Business, congratulating Lydia Guiver.
Award Nominee, August 2025
Lydia consistently goes above and beyond, not only in her role as a Bodyshop Advisor and Estimator, but in how she supports clients and colleagues with positivity, professionalism, and compassion every single day.
Whether it’s helping the Drive Thru team each morning, training new staff with patience and encouragement, or adapting her communication approach to support a deaf client, Lydia embodies what it means to truly make it special.
A recent client shared their appreciation too:
“We wanted to thank you for going ABOVE AND BEYOND… We wish there were more people at JLR with the same work ethic and professional attitude towards customer satisfaction as you have displayed to us. MISSION ACCOMPLISHED!”
One particular moment stood out to the colleague who nominated her:
“A deaf client came into the showroom to drop off their car. Without hesitation, Lydia adapted her approach to ensure the client felt comfortable and fully understood. She communicated clearly and respectfully, showing empathy and professionalism. She even went the extra mile by writing everything down so the client had clarity and peace of mind. It was a small moment that made a big impact and perfectly captured how Lydia always makes every customer feel valued and understood.”
Thank you to Lydia, for the energy, empathy, and excellence you bring to work every day. You make a real difference.
We wanted to thank you for going ABOVE AND BEYOND... We wish there were more people at JLR with the same work ethic and professional attitude towards customer satisfaction as you have displayed to us. MISSION ACCOMPLISHED!
–
Alex Benge (right), General Sales Manager, congratulating Cairan Hudson.
Award Nominee, August 2025
We all can agree that Cairan flies under the radar a bit within in the team, but in a good way. The feedback he receives from customers is always positive and always names him as opposed to ‘the team at JLR Maidstone’.
He also ensures that when there are product quality issues, he owns the problem up until the point he needs assistance from someone else. Always there to help anyone if needed.
I’d attach some of his previous CLP comments however I can’t get in the system but because of those I think he’s a worthy nominee for MIS.
Mike Tyson (right), Managing Director, congratulating Jade Hudson.
Award Nominee, August 2025
Jade recently received outstanding feedback from a very satisfied client who couldn’t praise her enough. The client specifically mentioned the excellent service he received and confirmed he will definitely be purchasing from us/Jade again because of the experience.
Amazing work Jade, your dedication to client satisfaction is making a real impact!
The sales consultant at Sytner Land Rover Sheffield provided outstanding service during the selection, purchase and delivery of our new Discovery Sport. Her knowledge and assistance was excellent from beginning to end and with after sales follow up calls. We will certainly return to the same sales consultant at Sytner Land Rover, Sheffield when we look for our next car.Thank you.
– Trevor Wainwright
. (right), ., congratulating Kirsty Bullimore.
Award Nominee, August 2025
Kirsty consistently receives outstanding feedback from our clients and the comment below is yet another example of the exceptional service she delivers.
Well done Kirsty, fantastic work and well deserved recognition!
I just wanted to pass on some feedback from my latest experience with Sytner Land Rover Sheffield and in particular Kirsty Bullimore, the service advisor who has looked after me. I'm due to travel down to Cornwall on a family holiday this afternoon - on Tuesday on the way home from work an engine warning light appeared on my car (RR Velar) causing great deal of stress a few days before our trip, not knowing how it would be fixed in time.I emailed Kirsty that evening explaining the situation. By 7.30 the following (Wednesday) morning, Kirsty had contacted me and bookedme in that day to have the car diagnosed. I dropped the car off shortly after - the fault was diagnosed, warranty approved, parts ordered and car repaired all within the space of 2 days - I picked up the car this morning ready for our trip later.The service received from Kirsty was fantastic and she is a credit to the dealership. She even went out of her way to get hold of a courtesy car that we could use for the holiday in case ours wasn't ready, which gave us real peace of mind. It's service like this that will guarantee I return to Sytner Sheffield in the future, thank you.
– Nathan Peart
Andrew Meads (left), Parts Manager, congratulating Liam Oldnall.
Award Nominee, August 2025
Our Making it Special nomination for the month of August is Liam Oldnall.
We have received a fantastic 5-star google review from a client saying how professional and helpful Liam was.
This comes off the back of Liam and Darren working for last 3 months with a smaller team.
As they say the proof is the pudding, Liam has taken more calls in the retailer than anyone else this quarter and truly kept the trade and retail side of the department going, beating all our targets! He really is a true star – well done Liam!
Dealt with Liam in parts this afternoon. A company man indeed, professional and helpful.
– Paul Newman
Rosie Curtis (left), Reception Service Manager, congratulating Carl Forde.
Jaguar Land Rover Ascot Service Centre
Award Nominee, August 2025
Carl is our Making It Special nomination for August, we received this nomination from a colleague, which the Ascot Management Team agree and support as it is felt he never says no and always takes everything on with a smile:
‘I would like to nominate Carl the Driver. He is a total legend, always helps, Carl gets in early to open up and he moves all the loan cars.
He always thinks one step head i.e the need of a loan car for JLR training, he will fuel it for you before even asking him. Just a complete unsung hero!’
Paul Smith (left), Head of Business, congratulating Steven Kaye.
Jaguar Land Rover Huddersfield
Award Nominee, August 2025
Steven Kaye has been awarded August’s Making It Special.
Steven has won this month for many reasons; it is a pleasure to work with him.
Steve is not only in the 200 hours club, having worked over two hundred hours already, but has also put in extra hard work lately, by staying late, past close, to go above and beyond for a customer after a car arriving late and the customer needing it within a very short space of time. Steven stayed behind without being asked to receive the car and to carry out the work himself, making sure our customer had their car back in time for their holiday.
Steven also has been able to demonstrate exceptional knowledge and skills in his field, by completing 9.5 hours work in 3.5 hours, whilst still maintaining such high levels of standards in the work he has done, proving we only have the best Technicians working here at Sytner JLR.
Well done, Steve, very well deserved.
Frank Kinner (left), Service Reception Manager, congratulating Ioanna Alexandropoulou.
Award Nominee, July 2025
A client asked to see me to tell me how far above and beyond Anna had gone when she had a problem with her vehicle whilst in the French Alps last week.
The client Mrs Adams was travelling to their holiday apartment in her F Pace and it was the first time she had driven there on her own.
She was given conflicting advice from the assist European team and French Jaguar dealers. Anna managed to co ordinate the various agencies to get Mrs Adams the support and advice she needed showed a compassionate and caring attitude and checked back to ensure Mrs Adams was okay.
The client couldn’t have been more praiseworthy of Anna’s actions and care.
Dave Stott (right), New Car Sales Manager, congratulating Ellie Cresswell.
Award Nominee, July 2025
We have nominated Ellie and Sharon for employees of the month of July, as they did an amazing deal using interpreters live which is a special link for customers and staff to access when a customer is deaf.
Ellie and Sharon really made an incredible impact during Mr. Pickering’s visit to the service department, Mr Pickering had received a VIP email from us and was interested in purchasing a new vehicle, Ellie went above and beyond to make sure he felt comfortable throughout the entire process with Shelly the translator who really made the difference, together they completed the full sale including finance offer, test drive, demands and needs and finance proposal.
Thank you to you both
David Edwards (right), Managing Director, congratulating Host & Telephony Team.
Jaguar Land Rover South West London
Award Nominee, July 2025
Meet the face of South West London – our Host and telephony team. They are our worthy winners this month for the fabulous atmosphere they create in our client lounge and for the focus they have given to telephony and call management.
We receive numerous client compliments for the team via VOC surveys and on social media. I have spoken with clients in the lounge who make a point of telling me how well they have been looked after during their ‘while you wait’ visits, and of course with the regular drop offs and collections.
We just couldn’t single anyone out – they’re a great team!
Alex Benge (left), General Sales Manager, congratulating Joshua Foreman.
Award Nominee, July 2025
In May/ June Josh bumped into sisters (Miss Adejumoke Sanusi) on the forecourt looking at a Jaguar F Pace outside the workshop entrance (away from showroom view) Josh got speaking to them and after qualifying them agreed to get a salesman to help, Josh put the lead on a ring round and I was lucky enough to get the call.. Josh introduced me to the sisters and to my amazement I thought he knew the girls, alas I was wrong, he seemed very friendly with them and in such a short amount of time, all the girls kept saying how great and helpful he was and surprised he wasn’t a salesman. I also got on very well with the two of them and they wanted to make sure I was aware how well Josh was and if it wasn’t for him they would’ve walked off as no one came out to the prior…
The sister had an issue with her car as it needed an MOT by Monday, this was late Friday evening, we had nothing available at the time for them with us, so Josh took it upon himself to organise an MOT for her, he called at least 5-6 business locally even trying to call in favours for her but to no avail… That said Josh wasn’t done there, he called the sister on Monday and organised a mot with us because of a cancellation we had, to which she was very impressed and very happy knowing that she wouldn’t driving the car around illegally with no MOT.
Shane Farmer (left), Head of Sales, congratulating Steve Early.
Award Nominee, July 2025
Our Making it Special nomination for the month of July is Steve Early.
Steve was contacted by a very anxious and distressed lady over the telephone who had an urgent but reluctant need to sell her husband’s vehicle. Steve could sense by the tone the lady was very upset, confused and distressed by the whole situation.
Sensing the vulnerability of this particular client Steve agreed to visit the clients house after hours and talk through in clear detail the answers to all questions that were outstanding.
It transpired that the reason for the urgent need to sell was that her husband was extremely poorly suffering with dementia, and this Jaguar was his lifelong ambition and reward to them both for 50 years of hard work, but it now needed to be sold due to his illness.
The service, calmness and empathy shown via Steve in this scenario was of such great importance and of great appreciation that Mrs Smith felt the need to jump on her number 10 bus to arrive at our centre to meet with the Head of Sales, Shane Farmer to ensure that we were fully aware of just how special Steve is (a long standing member of the Sytner Family) and to insist that his ability to see the person within the process didn’t go unnoticed.
Well done Steve… this is what Making it Special really is all about, selfless acts outside of the normal to ensure the client feels important and valued.
David Barrett (right), Head of Sales, congratulating Eleanor Lilley.
Award Nominee, July 2025
A clients parent’s were purchasing a car as a surprise for their daughters 28th birthday. What the parents were not aware of was that Ellie upon handover had gone out of her way by putting the car in the showroom undercover surrounded by birthday balloons, presented the client with a birthday card and a birthday cake.
Clients were reduced to tears (happy ones) and couldn’t thank Ellie and the Retailer enough.
Glenn Cunnington (left), Head of Business, congratulating Paul Trotter / Rachael Raverscroft / Jeremy Lane / Fran Fergusson.
Award Nominee, July 2025
We had an Aftersales client that was having a lot of stress at home with an ill Mum but needed to bring their car in for repair.
The customer said from the initial phone call with Rachael , she received nothing but incredible customer service from Rachael, Paul, Jeremy and Fran and felt like they all really looked after her.
These people today showed what true customer care is , they need to be recognised!
– Julia Cotter
Rosie Curtis (left), Service Reception Manager, congratulating Sarah Holmes.
Jaguar Land Rover Ascot Service Centre
Award Nominee, July 2025
Sarah has been a real rock for the team, always happy to help and support everyone.
She received the highest number of CLP scores this month, which is a clear reflection of how she regularly goes above and beyond for her customers by delivering excellent customer service.
I had an exceptional experience with the Service Advisor. Her professionalism, attention to detail, and genuine concern for my vehicle's needs truly stood out. She was friendly, approachable, and communicated clearly every step of the process, keeping me informed. Her expertise and dedication made the entire service visit smooth and stress-free.
–
Mike Tyson (right), Managing Director, congratulating Joanne Kirkham.
Award Nominee, July 2025
A distressed client contacted us after her car had broken down on the motorway. She was stranded with her three young children and was understandably very upset, having been unable to reach Land Rover Assistance directly.
Recognising the urgency of the situation, Joanne immediately took it upon herself to contact Land Rover Assistance on the client’s behalf. She provided the exact location and clearly communicated the seriousness of the situation to ensure that help was dispatched as quickly as possible. Thanks to Joanne’s quick thinking and empathy, the client and her children were recovered safely and without delay.
The following day, the client’s parents sent Joanne a bouquet of flowers as a heartfelt thank you for going above and beyond to ensure the safety and well-being of their daughter and 3 grandchildren.
Well done Joanne, this is a shining example of outstanding customer service and doing the right thing for our clients.
Mike Tyson (right), Managing Director, congratulating Ellie Cotterill.
Award Nominee, July 2025
Ellie recently received the feedback below from a client which could very easily have resulted in a complaint as we had to inform them that the Land Rover hire car had run out the day before their wedding, leaving them at risk of being unable to travel to their venue and causing unimaginable inconvenience and stress.
Well done Ellie!
I am writing to express my sincere appreciation for the outstanding service I received today from one of your staff members. I believe it’s important to acknowledge exceptional customer care, and I wanted to ensure this individual receives the recognition they deserve.Ellie went above and beyond in assisting me with my situation. They were not only professional and knowledgeable but also showed genuine empathy and care throughout the process. Their calm, proactive approach made a very stressful situation much easier to handle and I left feeling truly valued as a customer. It would have been easy in the situation that occurred to not feel obliged to do more for the customer. It’s rare to come across service of this standard, and it has only strengthened my trust in the Range Rover brand. Please pass on my thanks and appreciation to her, and I hope this message contributes positively to her record.Warm regards
– Alex Woods
Nick Miernik (left), Head of Business, congratulating Talea Younge.
Award Nominee, July 2025
This month’s Making it Special recognition goes to someone whose kindness, quick thinking, and care for both our customers and the wider community truly stood out.
Talea is a true dog lover, and her actions recently have reminded us all what it means to go above and beyond. When long-standing customers Mr & Mrs Emmott were facing a tough time – not only struggling with issues across both of their new vehicles, but also deeply worried about their poorly dog – Talea stepped in to turn their experience around. Quietly and without fanfare, she arranged for a dog ramp to be ordered as a surprise and delight, so their beloved companion could get in and out of the car without the stress of being lifted.
A small gesture, maybe – but one that meant the world to the Emmott’s. If that wasn’t enough, just days later, Talea showed true courage and compassion once again. A tiny puppy had escaped its new home and wandered into danger – darting across the extremely busy road outside the dealership. Without hesitation, Talea dropped everything, dodged traffic, and safely scooped the pup up before anything could happen. After eventually finding the owner – who was distraught and incredibly grateful to be reunited with their little one, the lady even came to the dealership to thank her personally.
Talea, your actions not only reflect your love for animals, but also your deep empathy and unwavering commitment to others – customers, colleagues, and community alike. You truly made it special in every sense.
