Senior Retail Support 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

As part of the Forward Agenda, bp established Global Business Services (GBS) with approximately 4,500 people located in centres and teams on six continents to define, own, source and operate efficient and standardised business services for the bp Group. One of these centres was established in Budapest which (subject to relevant country consultation) provides Finance, Customer Service and Operational Procurement services to Refining and Marketing (R&M) businesses in Europe.

The Customer Service function within GBS Europe is the centre of expertise for bp’s R&M businesses, delivering customer service to Business-to-Business (B2B) and Consumer markets. GBS Europe handles a varied range of Order-to-Cash and other customer support activities, using channels such as phone, fax, email, and written requests/communications.

The Refining & Marketing segment focuses on fuels, lubricants and chemicals products. Activities include: manufacture of energy products and chemicals derived from crude oil; transportation of crude oil and products from manufacturing sites and terminals; and marketing, sale and supply of energy products, lubricants and materials to consumers and industry.

The Strategic Performance Units (SPUs) supported from GBS Europe include Lubricants (Automotive and Air, Industrial, Marine & Energy), Global Fuels (LPG; Air Fuels – Domestic & International), and Fuels Value Chain (Fuel Cards, Wholesale, Retail Fuels, Convenience Retail, Bitumen).

In this role You will

First point of contact for bp telephone and/or any written form of enquiries from both new and existing customers and partners.

Understanding of specific processes/systems enabling efficient support.

Interact with customers/partners in a professional, friendly and efficient manner; raise concerns about meeting service levels or deadlines.

Log, assign, supervise progress and take ownership of customer queries and requests from receipt to completion, recording progress on a regular basis.

Ensure timely and accurate data entry, storage, retrieval, maintenance and updates while maintaining data security.

Manage performance against key performance metrics (customer satisfaction, first call resolution, service level compliance, transactional accuracy, etc.).

Provide accurate information to both business customers and support teams through the correct use of all information technology systems.

Support and maintain databases and contract management tools end-to-end.

Carry out Retail specific financial tasks, pricing and reporting activities on a regular basis.

Log and follow-up incidents in the Incident report.

Service Management & Continuous Improvement

Identify efficiencies that drive optimisation, continuous improvement and operational excellence; support the development of a continuous improvement culture.

Participate in projects, providing process input to project management to ensure outcomes meet operational capability.

Support Team Leads through issue of critical operational/commercial and performance issues.

Align with bp HSSE Policies as detailed in the bp employee handbook.

Adhere to the tasks outlined in the QMS Systems of GBS Europe.

Additional responsibilities as required by the business

Systems testing

Coaching

Training

What You will need to be successful

Relevant degree/certification or equivalent experience required

Experience in a business support or customer service environment

Strong understanding of business requirements and ability to align with operational processes

Proficiency in English

High level of proficiency in Microsoft Office tools (especially Excel and Word)

Solid understanding of CRM systems/applications

SAP/Salesforce knowledge is an advantage

Strong time management and organisational skills, with the ability to prioritise effectively

Excellent written and verbal communication skills

Proven track record to build effective working relationships with partners

Strong customer/partner focus, with ability to understand needs and provide efficient, high-quality responses

Ability to work independently and as part of a team

Ability to work under pressure, meet deadlines and maintain accuracy

Strong problem-solving skills, including the ability to identify, analyse and resolve issues

High level of attention to detail and data accuracy

Result-oriented attitude with ability to overcome obstacles

Strong collaboration and great teammate attitude, including active listening and constructive communication

Experience in supporting continuous improvement initiatives or process optimisation

Exposure to retail or customer-facing financial processes (e.g. pricing, reporting)

Confidence in handling more sophisticated partner interactions or issues

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