Customer Service Team Leader - German Speaking

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

To lead a team of Customer Facing (CF) and/or Customer Service Support (CSS) Customer Service Representative (CSR) teams who support inbound and outbound customer contacts.

The purpose of the CSR Teams is to respond to customer contact or support queries relating to BP’s products, services and marketing operations, including sales order processing and complaints handling in an efficient, cost effective and customer responsive manner. Customer contacts will vary from phone, fax, email, written requests and communications.

In this role You will

Adhering with the tasks outlined in the EMS/QMS Systems of EBSC

Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes.

Managing a team of Customer Service Representatives

Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system (Siebel). Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes.

Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover.

Proactively develop the skills, competencies and knowledge of Customer Service team members

Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans.

Conduct half yearly and annual appraisals with direct reports.

Organise monthly team meetings with direct reports.

Provide first level partner concern for any issues raised by the team.

Ensure all processes are aligned with current ISO 9000 accreditation & assist in preparation for future accreditation.

Ensure processes are embedded & adhered to consistently throughout the team.

Run and analyse the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance.

Develop, achieve and supervise Key Performance Indicators aligned to the Service Level Agreements

Work closely with other team leaders within the BSC to ensure that overall operational objectives are met, ideas shared and lessons learnt

Develop a team environment that supports continuous improvements & promotes the BSC culture.

Develop and maintain sound working relationships with key partners, customers and external service providers

Provide input into the maintenance of the BSC’s telephony strategy including the technology platform

Develop and control processes and procedures to the BSC’s standards

Ensure that all activities meet with the BSC’s HSSE requirements.

Supervise Team SOX compliance.

What You will need to be successful

Relevant Customer Service knowledge. Able to demonstrate awareness of business needs; ability to provide quality customer service; ability to problem solve customer issues

Educated to A Level standard or equivalent

Proficiency in English and German

Previous experience customer service skills in a customer services environment preferred

Must demonstrate a strong understanding of customers’ needs / behaviours

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

High Level of IT proficiency in Microsoft packages

Highly motivated

Proven experience in coaching and leading a team, in Customer Service, in decision making

Strong relationship leadership skills.

Strong time management and organisation skills

Experience of working in Hungary and in the UK or of working with Hungarian and UK customers is desirable.

Incumbent must have the following (minimum) abilities:

Able to meet tight deadlines for both internal and external customers

Able to consistently review and adapt approach and style to meet ever changing requirements

Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met.

Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems

Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge

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
• 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 st