Customer Service Support Manager

We are recruiting an experienced Customer Services Support Manager to join Siemens Mobility, working from Chippenham, Romford, London, Birmingham or Derby. The role will ensure Services are delivered in line with the service specifications and financial budgets as defined in the contract(s), coordinate activities with the Customer Services model and collaborate with engineering and project management teams to achieve business objectives. You will work closely with Service Delivery Managers (SDM) to ensure delivery of exceptional customer service.

You’ll make a difference by…

• Monitoring and reporting on contract performance alongside the SDM, using agreed metrics to drive continuous improvement.
• Resolving non‑technical customer issues promptly and effectively when they arise.
• Supporting the SDM in the development, implementation and ongoing improvement of key contracts, ensuring delivery against contract goals and targets while building strong customer and industry partner relationships.
• Monitoring the financial performance of contracts and, through effective cost control, identifying and implementing process efficiency improvements with SDM support.
• Embedding effective contract service reviews to assess performance, gather feedback, and identify future opportunities.
• Managing and maintaining effective relationships with a wide range of stakeholders, including internal teams and external suppliers.

What you’ll need to succeed…

• Knowledge of contract safety requirements and contract conditions.
• Ability to make informed decisions on service contract delivery based on interpretations of Contract Specifications.
• Understanding of how critical infrastructure systems operate (Rail signalling or similar).
• ITIL or Project Management accreditation (desirable; we will support you gaining this if not already held).

Must Haves:

• Strong organisational and administrative skills including an ability to drive service performance.
• Demonstrable experience in a customer facing role or engineering environment.
• Excellent communication skills, with customers, external partners and internal colleagues at all levels.

Locations

• Birmingham – United Kingdom
• Chippenham – United Kingdom
• Derby – United Kingdom
• London – United Kingdom
• Romford – United Kingdom

Benefits

Wellbeing: Flexible working, 24/7 mental health support, subsidised gym memberships, subsidised Bupa healthcare, enhanced sick pay.

Financial: Match and More pension, life assurance, perks at work discounts, cycle to work scheme, annual bonus.

Family: Day‑one parental rights, shared parental leave, extra holidays for length of service, 26 days annual leave (plus public holidays), with the flexibility to buy or sell up to 5 days each year, volunteering days and sabbaticals.

Personal growth: Access to online learning, support for external training and development opportunities, inclusive culture promoting equality and belonging, active employee networks, opportunities to grow your skills and career.

Join Siemens Mobility where your wellbeing, growth, and future matter.

We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society.

We are a Disability Confident Leader and welcome applications from all individuals, including those with disabilities. If you require any reasonable adjustments during the recruitment process, please contact your recruiter, who will be happy to support you.

We are a growth‑oriented organization and encourage applications from candidates who may not meet all the criteria but bring transferable skills. We look forward to hearing from you.

#J-18808-Ljbffr