Lead Customer Service Representative

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So, if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.

About the role

The Lead Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external and internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.

In this role You will

Coordinate and organise the operation of the Global Aviation Customer support worldwide - except ANZ countries.

Support the Team in case of non-account managed Sterling-Card Accounts (business calls, issues, sophisticated cases, old items)

Ensure the maintenance of the new Account set-up in Appian and MDG systems, including Counterparty Due Diligence check, Credit Limit check, Contract and Mandate management via Docusign

Coordinate and control the case management via Salesforce and ensure the proper handover between relevant FBT Aviation Teams (MDM, Collection).

Supervising the volumes, backlog items, old items, SLAs in Salesforce

Support the TL with monthly reporting and data analysis.

Lead the annual card renewal management.

Working together with business partners – Marketing team, Customer Excellence, FBT partners – MDM, Credit, Cash Collection, CX, Transformation, CDD team with representing the team in the calls, adding professional support and knowledge to the ongoing projects and daily operation

Professional support to the Business Squads and external business partners

Lead the organisational change management in case of any new transition, standardization, and simplification.

Supporting Aviation business with automation, simplification, and standardisation projects (e.g. discovery, design, testing, operation)

Supporting the Team and TL with extra/ad-hoc requests above and beyond the daily operational lead activities

Provide professional and efficient customer service consistent with the set Key Performance Indicators, Service Level Agreements and Customer Service function’s core values

Raise activities that are not actioned by assignees and any high-risk customer issues (financial, legal, reputation)

Contribute positively to achieving individual, team and organisational targets

Providing support for new joiners during the on-the-job training period, review of training plans

Reflecting to business needs suggesting new insights on process improvement

Ensuring that team is advised about major process changes

What You will need to be successful

Experience customer service skills in a telephone environment and or customer services environment preferred

CRM/ MDG/ ARAVO/ Docusign/ Appian related experience

Experience using SAP and/ or Salesforce/ Genesys Cloud and MS Office application

Deep understanding and proven experience on the Agile Frameworks, Tools & Techniques

Project Management: risk management, influencing ability & negotiation, communication

Must demonstrate a strong understanding of customers’ needs / behaviours

Excellent written/oral communication skills and ability to build effective working relationships

Strong time management and organisation skills

Highly motivated

Proficiency in English

Proven experience in problem solving and project management

Reporting and analytics of MI

Excellent partner engagement and communication skills

Strong influencing skills at all levels of the organisation

Ability to work under pressure

Have a clear understanding of how the business works and a commercial attitude

Understanding of CI principles and ability to apply and drive solutions

Self-motivated and able to see activities through to completion

Excellent organisational and time management skills

Strong attention to detail

At bp, we provide the following environment & benefits to you

Different bonus opportunities based on performance, wide range of cafeteria elements

Life & health insurance, medical care package

Hybrid working arrangement aligned with team arrangements and business needs

Opportunity to build up long term career path and develop your skills with wide range of learning options

Celebrate in bp’s success. You may be eligible to join bp’s Global ShareMatch plan. This non-contractual benefit lets employees buy bp shares and receive matching shares, in line with plan rules

Family friendly workplace e.g.: Extended parental leave, Mother-baby room

Employees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program

Possibility to join our social communities and networks

Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment

bp Hungary won the Most Attractive Employer 2024 Award (SSC / BSC sector) fourth time in a row at PwC's annual employer research. Come and join us!

At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life.

Disclaimer: Please note that, according to Hungarian law (2012/I. 113. §), mothers or single parents caring for a child under three years of age cannot be employed in night shift positions.

Travel Requirement

No travel is expected with this role