At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service and operational excellence.
- Company: Join Siemens Smart Infrastructure, a leader in innovative building technologies.
- Benefits: Enjoy flexible hours, performance bonuses, and generous annual leave.
- Other info: Embrace a diverse workplace that values innovation and inclusivity.
- Why this job: Make a real impact by driving team performance and improving customer experiences.
- Qualifications: Proven leadership skills and experience in service operations are essential.
The predicted salary is between 56059 - 68517 £ per year.
This role will be primarily based at our Botanica Ditton Park site. We are planning to relocate to Botanica Ditton Park from January 2027. Until then, the role will be based at our current Farnborough office.
Siemens Smart Infrastructure - Buildings helps create safe, sustainable and energy-efficient buildings through innovative building technologies, services and solutions. We're seeking a Supervisor to lead our Customer Service Support Office team, ensuring the delivery of excellent customer service and operational performance across our UK service business. Working closely with the Head of Service, you'll drive team performance, oversee key service administration activities and champion continuous improvement to deliver against customer expectations and business objectives.
Please note: this role requires candidates to have current and permanent right to work in the UK. We are unable to support visa applications for this position.
Key Responsibilities
- Lead, coach and develop the CSSO team, driving high performance, engagement and a culture of accountability, continuous improvement and excellent customer service.
- Manage team performance, workload planning, attendance and resources to ensure service levels and operational priorities are consistently achieved.
- Monitor and improve performance against key operational KPIs, using data and reporting to identify trends, drive improvements and support business objectives.
- Act as the escalation point for operational and customer service issues, ensuring effective resolution and a positive customer experience.
- Collaborate with Service Managers, Engineers, Sales teams and customers to support service delivery, account performance and operational goals.
- Oversee service administration activities, including engineer scheduling and dispatch, maintenance planning, invoicing, quotations and service documentation.
- Ensure procurement, contract administration and operational processes are managed effectively and in line with company policies and governance requirements.
- Support compliance, health & safety and RAMS activities, promoting a strong culture of safety, risk management and operational excellence.
- Identify and implement process improvements, supporting change initiatives, new systems and operational efficiencies across the function.
- Produce performance reports and operational updates for senior leadership, providing insight and recommendations for continuous improvement.
About You:
We're looking for a collaborative and results-driven leader with a passion for customer service excellence. You'll be an effective coach and communicator, able to inspire high performance, build strong stakeholder relationships and drive continuous improvement. With a proactive and adaptable approach, you'll thrive in a fast-paced environment while maintaining a strong focus on quality, efficiency and customer satisfaction.
Required Skills & Experience
- Proven experience leading and developing teams within a service operations, facilities management, engineering support or similar operational environment.
- Demonstrable experience managing performance against KPIs, service levels and operational targets.
- Strong leadership, coaching and people management skills, with the ability to drive engagement and performance.
- Experience managing operational workflows, service administration processes and competing priorities within a fast-paced environment.
- Strong analytical, planning and organisational skills, with the ability to identify trends and implement improvements.
- Excellent communication and stakeholder management skills, with the ability to build effective relationships with customers and colleagues at all levels.
- Proficient in Microsoft Office, particularly Excel, Word, Outlook and PowerPoint.
Desirable Skills & Experience
- Experience within Fire & Security, Facilities Management, Building Services, Engineering Services or a similar service-led environment.
- Understanding of health & safety compliance, including RAMS, permits and related governance processes.
- Experience with service management, scheduling, workforce management or invoicing systems.
- Knowledge of SLA management, customer reporting and strategic account support.
- Understanding of procurement and goods receipting processes.
What can we offer?
- Performance-Based Bonus: Enjoy an annual bonus linked to the company's performance.
- Flexible Working Hours: Achieve a healthy work-life balance with our flexible working arrangements.
- Pension Plan: Secure your future with our generous pension scheme, with employer contributions up to 10%.
- Time Off: Recharge and rejuvenate with 26 days of annual leave (plus bank holidays), and the option to buy or sell an additional 5 days!
We are fully committed to providing equal opportunities and building an inclusive workplace where a broad range of backgrounds and perspectives thrive. We embrace the many ways people think, learn, and experience the world-because we know that diverse minds drive innovation. So that we can support you to be your best during the application and interview process, please let us know if you have any specific requirements.
Help Desk Supervisor in Langley employer: Siemens
Siemens Mobility Limited is an exceptional employer, providing a dynamic apprenticeship programme in Chippenham that empowers high school leavers and college graduates to kickstart their careers in Business and Engineering. With a strong focus on employee development, a collaborative work culture, and access to cutting-edge resources, apprentices can expect meaningful growth opportunities while contributing to innovative projects in the mobility sector.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Supervisor in Langley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Siemens. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Siemens before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk Supervisor in Langley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Siemens:Your cover letter is your chance to shine! Tell us why you want to work at Siemens specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Siemens!
How to prepare for a job interview at Siemens
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
