Lead Retail Support Representative - German Speaking - Fixed term

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

FBT Europe supports all interactions with business to business (B2B) customers, intermediaries, fuel card customers and end consumers (known as “Business to Consumer” (B2C)).Customer contacts will vary from phone, fax, email, written requests and communications.

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 stakeholders.
• Interact with customers / stakeholders in a professional, friendly and efficient manner and escalate 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 of these 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
• Call and email monitoring, regular spot checks
• Acts as first point of escalation for the team and relevant businesses in case of operative issues
• Coaching and mentoring team members regarding specific issues and processes
• Providing training for new joiners and reviewing training plans
• Ensuring that team is advised about major process changes
• Cooperating with other LRSRs within the FBT Europe to ensure that overall operational objectives are met
• Run and analyse performance reports
• Mitigation of SOD violations
• Act as deputy in absence of the Team Lead
• Service Management & Continuous Improvement
  • Identify efficiencies that drive optimization, continuous improvement and operational perfection. Support the development of a continuous improvement culture.
  • Participate in projects providing process input to project management ensuring that outcomes meet operational capability.
• Support Team Leads through the escalation of critical operational / commercial and performance issues.
• Align with BP HSSE Policies as detailed in the BP employee handbook
• Adhere with the tasks outlined in the QMS Systems of FBT Europe
• Additional responsibilities as required by the business e.g. but not limited:
  • Systems testing
  • Coaching
  • Training

What You will need to be successful

• Equivalent experience required
• Experience in customer master data management or a similar data-focused role, with demonstrated attention to detail and accuracy. Strong analytical attitude, well-organised, and able to handle high volumes of data efficiently.
• Ability to understand of the business requirements and strategy
• Previous experience in a business support environment
• Proficiency in English and German
• Must demonstrate high level of proficiency in Microsoft Packages (Excel & Word) and show an intermediate level in CRM systems/applications
• Strong time management and organisation skills
• Strong problem solving skills
• Managerial proficiency and leadership skills
• Excellent written/oral communication skills and ability to build effective working relationships
• Result-oriented personality and capability to overcome obstacles
• Capability to work in a team or individually if required
• Ability to keep deadlines whilst under pressure without compromising accuracy
• Highly motivated
• Exhibit strong Teammate characteristics, constructive communication and active listening skills at all times.

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.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment.

Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.