Customer Services Support Manager (RICS)
Location(s): Chippenham, Romford, London, Birmingham, or Derby.
We are recruiting a Customer Services Support Manager to ensure our services are delivered in line with contract specifications and financial budgets, coordinating activities within the Customer Services model and working closely with Service Delivery Managers to provide exceptional customer service.
You’ll make a difference by:
* Monitoring and reporting on contract performance alongside the Service Delivery Manager, using agreed metrics to drive continuous improvement.
* Resolving non‑technical customer issues promptly and effectively when they arise.
* Supporting the Service Delivery Manager in developing, implementing and improving 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 Service Delivery Manager 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.
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 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.
Equal Opportunities
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.
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