The RailStaff Awards 2024

Lauren Heap

Southeastern Railway

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Nominations for Rail Manager of the Year

Chester Sage

Said the following about Lauren Heap:

“I would like to nominate Lauren Heap for Rail Manager of the year. Lauren became my Line Manager in September 2019, managing a group of six mainline stations with around 45 staff on the South coast. In the early part of her role, she took the lead and managed the station team through Covid putting the welfare of staff and passengers to the forefront and built the station group up to a high standard of work even though training for her position was limited due to the pandemic.

Lauren has built good respect with the staff in such a short time and always finds time to help anyone. She has helped staff (including myself) develop within their roles from organising a simple cab ride to attending training courses to expand their training and knowledge base. Lauren encouraged me to push and develop my skills in a managerial direction, going above and beyond in helping me through and explaining as well as demonstrating a lot of the work involved within the role.

During the NWR Wadhurst blockade in October 2021, where the line was closed for work to prevent bank slipping. Lauren proactively worked hard leading our team to ensure the line closure for the week had good communication, information, equipment and support going above and beyond her role to ensure this project went smoothly. The blockade went so well, there was numerous praise received by passengers on how well the blockade was handled.

Lauren is a true inspiration to the whole station group and is a privilege to work with.“

Claire Miles

Said the following about Lauren Heap:

“From the moment Lauren started as our manager she has lead by example and from the front. Always visible in times of disruption, happy to pitch in and "get her hands dirty" when needed, will always back her staff when she knows they are right, firm but fair is an accurate assessment.

On a more personal note, I have had the year from hell! If I tried to explain you would think it fiction!! But Lauren has been with me all the way. A constant in my spiralling world.

Always only on the other end of the telephone if I needed her, regularly checking in with me to see if there was anything that she or the company could do to try and help and when I wasn't up to talking would leave me a gentle message so I knew she was there and doing all she could in helping me to get back to work when I was ready.

In short, there should be more like her in this world.“

Cheryl Dumbrell

Said the following about Lauren Heap:

“Having had several managers on this line, I now know what a great manager really looks like! Lauren is the first manager to recognise great work from myself and others that we have achieved in the workplace. I have had several Thank you and well done letters from Lauren praising me which has genuinely had me smiling for weeks on end.

Lauren is great at spending time with colleagues, listening to what can make the workplace an easier and better place to work in, then implements these changes where possible to make our lives much simpler.

The greatest attribute is that Lauren supports colleagues up and down the line, encourages us to further our learning by giving us time away from our work stations and inspires us to do a great job!

What is refreshing is that Lauren genuinely has an interest in our personal lives and always asks how colleagues and their families are. In a nutshell, she sets high standards by utilising the strengths of the team and helps the colleagues and station to achieve goals.“

Kenny Palmer

Said the following about Lauren Heap:

“In 45 years a lot of managers have passed over me.

Some good some not so good.

In 45 years and in the short time I have known Lauren she has my respect for not only being top of the class in the SMs post, but for her continued hard work supporting all around her in her role.

Knowledgeable and always ready to listen and learn Lauren is also very firm but also very fair, does not suffer fools gladly and not afraid to get amongst the workers and help out.“

Stephen Crowley

Said the following about Lauren Heap:

“I joined Southeastern within the last year and the early uncertainty I had was quickly resolved by having Lauren's support as my Station Manager. She has a great sense of humour balanced with a clear sense of purpose in her job.

I have always felt comfortable with Lauren as my manager and she has built a great team of very supportive people. I have had many jobs over the years and worked with many managers and none of them come close Lauren's professionalism.

Lauren fully deserves the Rail Manager year award in my opinion.“