HW Martin (Traffic Management) Ltd is proud to announce that it has been shortlisted for the Team of the Year at this year’s Highways Awards, in recognition of a pioneering collaboration aimed at transforming frontline customer service across the road network.
Working as part of a dynamic, multi-supply-chain partner task group – including National Highways, Ringway, Costain, WJ Group, Tarmac, Crown Highways, AtkinsRéalis and Holcim UK (formerly Aggregate Industries) – HW Martin helped shape an initiative designed to improve the customer experience and address the growing concern of customer abuse by encouraging a customer-centric mindset amongst all staff levels.
Formed under the National Highways Customer Business Priority Group, this supplier-led task and finish group reflects a shared commitment to driving best practice in customer service. The team brought together a rich blend of perspectives and expertise, engaging more than 300 frontline staff members to explore critical issues such as personal safety and the impact of upstream decisions on customer outcomes.
One of the standout outcomes of the collaboration was the development of a compelling training video, created to spotlight the importance of putting customers at the heart of project planning and delivery. The video, which premiered during National Highways’ Customer Service Week 2024, has since been viewed over 2,500 times on key platforms including Thrive and the Supply Chain Sustainability School.
This initiative strongly aligns with National Highways’ strategic ambition to evolve from an operator of the strategic road network to a customer service provider – a shift that depends on effective collaboration, innovation and empowered supply chain leadership.
The winners will be announced at a ceremony on 23 September 2025, held at the Park Plaza Westminster Bridge in London, where more than 600 industry professionals will gather to celebrate excellence in highways. The evening will be hosted by renowned broadcaster Gabby Logan.
HW Martin (Traffic Management) Ltd is honoured to be recognised as part of this inspiring collective effort and looks forward to continuing to raise the bar for customer service and frontline engagement across the sector.