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Customer Services Support Manager
1 month ago
To succeed in a rapidly changing world, we need talented individuals who can drive innovation and excellence. At Siemens Mobility Limited, we're looking for a Customer Services Support Manager to join our team.
This role is responsible for ensuring our Services are delivered in line with the service specifications and financial budgets as defined in the contract(s). The successful candidate will support the Service Delivery Manager with the development, implementation, and continuous improvement of key contracts, delivery of contract goals and targets, effective coordination of internal and external stakeholders, as well as developing customer and industry partner relationships.
You will make an impact by:
- Coordinating the activities in line with the Customer Services model, ensuring key functions such as engineering, and project management teams work collaboratively to achieve the overall business objectives.
- Working for and closely with our Service Delivery Managers to ensure delivery of exceptional customer service.
- Monitoring and reporting on contract performance, with the Service Delivery Manager implement effective contract reviews, and use available metrics to achieve continuous improvement.
- Resolving customer issues(non-technical) when they arise, quickly and effectively.
- Being responsible for financial performance of contract(s) and through effective cost control, identify areas for process efficiency improvement and implement solutions with support from the Service Delivery Manager.
- Embed effective contract service reviews to establish feedback against current performance levels and gather an understanding of any potential future opportunities.
- Managing relationships with various stakeholders, including internal departments and external suppliers.
Your success is grounded by:
- Strong organisational and administrative skills including an ability to drive service performance (essential)
- Demonstrable experience in a customer facing role or engineering environment (essential)
- Excellent communication skills, with customers, external partners and internal colleagues at all levels.
- ITIL or Project Management accreditation (desirable, we will support you gaining this if not already held)
- 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)
We offer:
Our compensation package includes a competitive salary, company bonus, holiday allowance and pension. We celebrate the fact that our employees are individuals and have different wants and needs. With this in mind, we have a flexible benefits scheme where you can tailor your benefits package to suit you
Create a better tomorrow with us
Siemens Mobility Limited recognises that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements with our applicants to encourage agile working and innovation. 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. Come bring your authentic self and create a better tomorrow with us.
At Siemens Mobility Limited, we promote a growth mindset, the self-belief that we can learn and grow, take on new challenges and adapt to change. If you don't match all the criteria for this role but feel you have transferable skills to enable you to succeed, we encourage you to apply.
