Take a look back at Caroline’s journey, where she reflects on her role, the people who have influenced her career, and the achievements she’s most proud of over the past 25 years.
When did you join DGBC and what was your first role?
I joined Dawsongroup bus and coach in June 2001 as an Admin Assistant. That was my first step into what has become a long and rewarding career with the business, and I can’t quite believe it’s now been 25 years.
What is your current job and what does it involve?
I’m now Customer Accounts Manager, leading the bus and coach Credit Control team. My role covers credit risk, customer account queries, chasing payments, and approving credit across a range of deals.
It’s a role I’ve grown into over time and one I take a lot of pride in, particularly the responsibility of keeping things running smoothly for both the business and our customers.
How have you managed to stay motivated and passionate about your work over the years?
I originally fell into credit control, but it quickly became something I really enjoy. I take pride in doing the job properly and supporting both customers and the business to achieve the right outcomes.
There’s a real sense of satisfaction in resolving issues and seeing things come together—it’s a role that’s stayed rewarding because no two days are ever quite the same.
What was the biggest challenge you faced during your time here, and how did you overcome it?
The biggest challenge was Covid-19 and the impact it had on the passenger transport and tourism industry. We had to adapt very quickly, changing how we worked, moving to digital processes, and finding new ways to support customers through a very uncertain period. It was demanding, with longer hours and a lot of pressure, but what stood out most was how the team pulled together.
We supported each other, adapted quickly, and ultimately came out stronger with more modern ways of working.
What has been the most rewarding experience for you over the years?
For me, it has always been the people.
Whether it’s supporting colleagues, helping someone grow in confidence, or working with customers through challenges, I’ve always found that side of the role the most rewarding. Many of our customers are small family-run businesses, so building those relationships and knowing we make a genuine difference is something I really value.
Caroline Griffiths with DGBC colleagues, Jade Large, Delroy Hudson and Živilė Sansum.
Who or what has been the main influence in your career?
Paul Sainthouse had a huge impact on my career. He gave me an opportunity I didn’t even realise I was stepping into at the time—asking me to make a call to chase a payment, which led to a conversation about moving into Credit Control full time.
That moment changed everything. It led to my CICM qualification, career progression, and eventually managing my own team. Without that encouragement, I wouldn’t be where I am today.
What significant changes have you seen in the business?
There have been a huge number of changes over the last 25 years. The shift towards electric vehicles, the evolution of digital working, and the acceleration of remote processes during Covid have all transformed how we operate. I have seen a big change in culture, collaboration and rapid innovation particularly since KKR have been involved. It’s been great to see continued focus on wellbeing, diversity, and a more modern working culture developing over time
How has your time at the company shaped you personally and professionally?
It’s shaped me in many ways, particularly in terms of my work ethic, standards, and my approach to challenges. I’ve learned the importance of staying open-minded, learning from others, and not limiting myself to just my own role. That mindset has helped me grow both professionally and personally over the years.
What do you like to do in your free time?
Outside of work, I enjoy attending theatre, concerts, and WSL football matches. I’m also a fan of Australian TV shows and have been to meet-and-greet events for casts of Neighbours, Wentworth, and Home and Away.
Musicals are a particular favourite, especially Starlight Express and Dear Evan Hansen, and I can often be found at stage doors collecting autographs.
Which personality trait are you most proud of?
Loyalty is a big one, after nearly 25 years with the business, I think that says a lot about my commitment, not just to work, but also to colleagues, friends, and family.
As part of the Wellbeing Team, I would like to think that people recognise me for not only my loyalty but for my caring nature and kind approach to all.
Caroline Griffiths and Susan Sarandon.
What advice would you give to someone just starting their career?
Take every opportunity, stay curious, and don’t limit yourself to your immediate role. You never know where one conversation or opportunity might lead.
What are your goals or hopes for the next few years?
I’d like to continue developing as a leader, supporting my team, and maintaining the high standards we’ve built over the years.
While challenges will always come, my focus will remain on consistency, commitment, and doing the job well. I’d also still love to visit Australia—that’s firmly on my bucket list.
Congratulations, Caroline! We’re proud to have you as part of the team.
