Gilbarco Veeder-Root is the world leader in refuelling and payment solutions for forecourts. Providing and installing tank equipment, pumps, EV chargers, sales, and monitoring systems, we also ensure these are maintained and managed for our customers Our customer journey extends beyond the purchase of our products and services and is complimented by the support we provide thereafter. We currently have a fantastic opportunity for a Customer Service Support Manager to manage our Service Support team, which consists of 6 and based from our offices in Basildon, Essex. This is a hybrid position. Purpose Leads the Customer Support teams (Customer Representatives, Resource Planning and Operations Controllers) in successfully managing the customer journey, fostering a culture of customer focus, excellence and contract delivery. Also to be responsible for overseeing the management of our fleet vehicles - both commercial and company cars. Key Responsibilities - Leads and manages the customer support teams, providing guidance, coaching and support to ensure high performance and achievement of functional goals. - Develop and implement strategies to enhance the overall customer experience driving customer satisfaction and delivering operational excellence - Monitor and assess customer service performance metrics, such as fix time (SLA) and backlog; work with the relevant teams to implement corrective actions as needed. - Manage the resource planning and operational controllers to effectively pool resources, to achieve all KPI's and customer contractual obligations. - Escalation point for the customer support teams, so resources are deployed effectively to maximise efficiency or resolve customer issues. - Develops procedures covering all phases of customer service and works across the customer support teams to ensure processes and systems are constantly analysed for improvement. - To manage, administer and process and diving fines and ensure fleet vehicles remain compliant and are operating in accordance with legislation and regulation. - Ensure efficient vehicle utilisation through real-time location tracking system. Qualifications & Experience - Previous experience of leading, driving, developing and motivating teams - Proven experience in a customer service role or help desk environment delivering exceptional customer service and driving results. - Strong organizational and time management skills with the ability to manage multiple tasks prioritizing effectively. - Detailed oriented with a commitment to accuracy. - Excellent problem solving and decision-making abilities with a focus on delivering efficient and effective solutions for customer issues. - Excellent written and verbal communication skills - Knowledge of IT systems and have a naturally technical aptitude. - Good working knowledge of MS Office skills specifically excel. The world depends on Gilbarco Veeder-Root products to stay moving. We are the worldwide technology leader for retail and commercial fueling operations. We continue to evolve as smart cities, urbanization, electrification of vehicles, and advanced vehicle diagnostics drive the industry forward. Offering the broadest range of innovative, integrated solutions in the industry, Gilbarco Veeder-Root has delivered value, built extraordinary teams, and earned customer trust for more than 150 years. To learn more about us visit: www.gilbarco.com. Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves - delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company's website at www.vontier.com. The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as a Vontier Company. Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1-833-399-0822 or e-mail applyassistancevontier.com to request accommodation.