Customer Service Support Manager in Birmingham

We are recruiting for an experienced Customer Services Support Manager to join us at Siemens Mobility (RICS). Working from Chippenham, Romford, London, Birmingham or Derby, the role will be responsible for ensuring our Services are delivered in line with the service specifications and financial budgets as defined in the contract(s). You will also be responsible for 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. You will work for and closely with our Service Delivery Managers (SDM) to ensure delivery of exceptional customer service.

Responsibilities

• Monitoring and reporting on contract performance alongside the Service Delivery Manager (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.
• 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).

Qualifications

• 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.

Benefits

• Well‑being: 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, and opportunities to grow your skills and career.

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.