chris Horn

Said the following about Sam Hancock:

“Sam has worked for Southeastern for almost 10 years. Having started at the young age of 18 and working in the control room, Sam was straight in at the deep end. Starting on the Web desk using his knowledge gained from his father (who also worked in the control room) Sam learnt how train operations and service recovery affect the railway. By using this knowledge to rise through the ranks, to his current post of Train Service manager.

What makes Sam stand out from others in the control room is his calm level headed way of working during disruption. His knowledge of work around and stock moves help him to regain the service quickly and professionally helping to keep the PPM and customer satisfaction.

Sam never shys away from a challenge and often helps others with projects. Sam recently helped to find ways to retime a persistent late train 2T03 the 05:30 Maidstone West -Strood train. This service was continually being delayed by a freight service along the Medway valley line. Using his knowledge and working with the Information Support Managers to put forward suggestions to Network Rail on how to correct this, helping our early morning travellers make their connections.

Sam's knowledge & skills has seen him cover the Passenger Experience Delivery Manager overseeing the Kent Integrated Control Centre on behalf of Southeastern on many occasions.

He is often leading the way when it comes to creating plans to recover disrupted services, on Saturday 11th July Southeastern suffered 2 395 High Speed train failures causing major disruption across the network. Sam working with the Resource Mangers and Hitachi Fleet team managed to recover the service which had at one point hit 0% PPM (for last 2 hours) to 80% PPM (for last 2 hours) when we finished the shift.

Sam has also been responsible for creating competency tests for the Kent Integrated Control Centres staff & Training guides for new staff all above and beyond his normal role as a TSM.“

Anna Richards

Said the following about Sam Hancock:

“Sam excels in any task that is put before him. He acts selflessly constantly and deserves the recognition. Sam is a man that is so highly respected and learned in his role, that not only do his peers go to him for advice, but some of his managers also do.

He works tirelessly in all aspects of his role. He has written train plans during disruption, but has also, in the past written bus plans, which is not necessary for his role.

Sam consistently goes above and beyond his duty, often for little recognition.

He is one of the silent heroes for this company in present times. It is an honour to work beside such a reputed man.“