Potters Resorts’ Top Honour

Two remarkable recipients of the Brian Potter MBE Customer Care Award

For almost two hundred team members, the Annual Team Awards were an opportunity to gather and celebrate each others’ achievements.

The final award of each night is always a special one. Deciding on the recipients of the Brian Potter MBE Customer Care Award each year is far from straightforward. It’s about finding the two team members who just ‘get it’. Who understand what makes Potters different.

And this year, while working in completely different roles at Five Lakes and Hopton-on-Sea, their stories are united by that same spirit — a natural instinct to go the extra mile for guests.

A Lifetime in the Making

At Five Lakes, Tilley Eve captures exactly what the Brian Potter MBE Customer Care Award is about. It’s a connection that runs deep and cannot be taught, built over many years of loyalty, passion, and a genuine love for what Potters Resorts does.

She’s experienced Potters from every angle, initially as a guest enjoying breaks at Hopton-on-Sea: “My first visit was at Christmas in 2002. I was only three months old,” she explains. “My family and I have been back every year since. For me, Christmas isn’t Christmas without Potters.”

It was that deep-rooted passion for Potters that led her to join the team at Five Lakes. Starting on the bars team before moving into the restaurant, then onto reception, and now in reservations, she has built a unique understanding of the guest experience from multiple perspectives.

Tilley in The Booking Lounge at Five Lakes

“I’m now a voice on the end of the phone, helping people organise something they’re really looking forward to.”

When she speaks to guests, she shares her own experiences, her own memories. It’s that passion that helps others picture their own break.

But there is also a simplicity to her mindset. She puts the guest first, which often leads to Tilley stepping up to help colleagues.

From left to right: Five Lakes General Manager Oli Smith, Tilley Eve, Potters Resorts Managing Director Mike Scott

Whether it’s stepping in to serve lunch in the restaurant, supporting at reception when the pace picks up, or moving quickly to assist with a first aid incident, Tilley is there with a smile, ready to help.

“There’s such great rapport among the team,” Tilley continues. “The work environment is so friendly and everyone is always happy to chip in and help each other. That makes the experience for our guests so much better.”

Within reservations and at Five Lakes as a whole, Tilley continues to be a true ambassador. Bringing a genuine warmth to every interaction, she shares in the guest’s excitement.

“I think because I’ve experienced it myself, I understand how important those little details are,” she explains. “It’s not just a booking — it’s someone’s holiday.”

A Moment That Stopped the Room

Working largely behind the scenes in Site Services at Hopton-on-Sea, Natasha Batterbee coordinates a department that many guests may never see, but one that plays a vital role in ensuring every stay runs seamlessly. It’s the kind of work that often goes unnoticed when everything is going right.

Born and raised in Norwich, Natasha developed a passion for mechanics from a young age. After studying to become a motor vehicle technician, she embarked on an impressive 26-year career across the motor industry.

From working “on the spanner” for more than a decade to front-facing service leadership and sales roles, Natasha embraced every opportunity to learn and progress. “I loved working in the garage, but the service side gave me a platform to learn other skills,” she says. “At that point, I’d done everything I possibly could in the motor industry.”

Natasha working behind the scenes at Hopton-on-Sea

Her ambition and experience eventually led her into a leadership role within the NHS. It was demanding — particularly during the pandemic — but one that strengthened her ability to remain calm under pressure. Then, in 2022, a new opportunity emerged at Potters Resorts.

Natasha joined the Potters team at Hopton-on-Sea in a key operational role, overseeing the 24/7 maintenance requirements of a busy resort and managing tasks across a 21-strong team.

“It was a massive change from garages and surgeries to working in a holiday destination,” she says. “Everyone is happy to see you! Guests are on holiday and here to enjoy themselves, but then it’s also the whole team around you.”

Not long after joining the team, Natasha expressed a desire to complete her First Aid qualification. And on the morning of Friday 3rd October 2025, that training would prove invaluable.

“I could sense the urgency,” Natasha recalls, upon hearing a radio call from the Garden Restaurant. “All trained first-aiders available co-ordinated very quickly.”

Natasha was first on the scene, at which point the guest was responsive. “But then he slumped over and there was no response. He wasn’t breathing.”

Natasha immediately took control of the situation, issuing calm instructions, talking to the guest’s family, and beginning an intensive 15 minutes of CPR. Supported by Milly Webster from Marketing and Tom Rackham from Site Services, communication continued with Duty Manager Sasha Mansi and Chief Operating Officer Kirstie Hood, who were handling the 999 call.

Between Natasha, Milly and Tom, CPR continued and a defibrillator was administered. When paramedics and the air ambulance arrived to continue treatment and transport the patient, they said the quick actions of the team saved the gentleman’s life.

“It was a strange feeling when everyone had gone,” Natasha reflects. “At that point you’re just willing the person to live. Had it not been for the team members also there with me, it would have been a different outcome. Everyone did their job phenomenally.”

Thankfully, updates soon followed from the James Paget University hospital, confirming that he was recovering well. “When I knew he was going to live, I just felt this massive wave of relief.”

From left to right: Hopton-on-Sea General Manager Shaun Smith, Natasha Batterbee, Judy Potter and Potters Resorts Chief Operations Officer Kirstie Hood

As Kirstie recounted the events during the awards, you could hear a pin drop. She described herself as being “in awe” of Natasha’s handling of the situation. And as Natasha made her way to the stage, there was huge applause in appreciation of someone who had leant on all her skills and experience — practicality, calmness, and leadership — in the most challenging of circumstances.

Two Paths, One Purpose

On paper, the roles of Tilley Eve and Natasha Batterbee couldn’t be more different. One is often the first voice a guest hears when planning their stay. The other operates under the radar, ensuring the smooth running of an entire resort. One creates moments of joy through everyday conversations. The other stepped forward in a moment of life or death.

But both are driven by an instinct to go above and beyond. Not because they have to, but because they want to. And both embody the values that the Brian Potter MBE Customer Care Award represents.

Because at Potters, customer care isn’t a department — it’s a mindset, rooted in teamwork and positivity. “I like to be hands-on, working with others to get the job done” Natasha says. “In life in general, I have that can-do attitude. The glass is always half-full.”

“There’s such a great rapport among the team,” Tilley says. “Everyone helps each other, and I think our guests really feel that.”

And as the applause faded on both nights, one thing was clear. The awards continue to celebrate a culture where people genuinely care and put guests first. 

And thanks to team members like Tilley and Natasha, they always will.