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Job summary Entity: Finance Job Family Group: Business Support Group Job Description: We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero. Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our outstanding team? Join our Finance Team and advance your career as a Subject Matter Expert - Customer Role Purpose The Lead Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, 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 happiness. Lead Customer Service Representative (LCSRs) are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually lead customer expectations through various contact channels. Lead CSRs are the first point of contact for BP telephone based enquiries for Key Customers. Key Accountabilities Implement day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values. Leverage deep understanding of specific key account customers, processes / systems and act as a critical issue point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. Engage with customers in a professional, friendly and efficient manner and bring up concerns about meeting service levels or deadlines. Proactively resolve Key Account customer issues (working with other teams as appropriate): Take ownership and resolve called out telephone and written customer issues. Raise activities that are not actioned by assignees. Complaint resolution, identification and management of complaint root causes. Support GBS activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries Education and Experience Any Graduate Minimum of 8 years previous experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers Travel Requirement Negligible travel should be expected with this role Relocation Assistance: This role is eligible for relocation within country Remote Type: This position is a hybrid of office/remote working Skills: Legal Disclaimer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, 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.
