Job Profile Summary - Grade H
Responsible for supporting retail operations through the development and maintenance of operational support tools, ensuring that initiatives are delivered in a safe, sustainable and customer-focused manner, and that processes, programs and policies are in place to drive excellence and reduce risk.
Job Advert
Join our team as Customer Operations Lead - Madrid, Spain.
About the role itself: The Customer Operations Lead role sits at the heart of our objective function - to save time for our customers, deliver a quality experience and earn their trust along the whole customer journey.
The Customer Operations Lead will work closely with customer service and social media agencies to ensure professional, fast, and friendly support to individual customers beyond the forecourt through their preferred communication channels.
The person in this role will be responsible for managing customer compliments and complaints, and for consolidating, analyzing, and reporting customer feedback from all communication channels to enable relevant teams to drive actions and improvements.
What would be your responsibility? Coordinate daily activities of customer careline agency/GBS and social media agency and provide them with ongoing support.Work closely with Operations Excellence and Local Business (Operations) teams on deploying and executing central customer service standards (processes, SLAs, KPIs).Ensure that customer queries and complaints are being handled within SLAs, in expected quality and in a customer friendly manner.Drive consistency in handling customer queries and complaints across all communication channels with appropriate tone of voice.Work closely with PR, Marketing, and agencies on managing crisis situations on social media impacting the brand perception.Escalate customer complaints with relevant functions and share customer compliments.Drive continuous improvement initiatives, share best practices and lessons learned with other markets.Collect and analyze customer feedback data from all channels, identify highlights and pain points along the whole customer journey, and report the summary to local organization.Drive customer centric culture in the local organization.Manage customer operations budget.This role will report to Mobility & Convenience - Operational Excellence Site Support Manager.Selection and contract for new agency agreements.Management of local customer operations budget.Implementing and executing customer operations standard with regards to SLAs and KPIs.Authority to positively resolve complaints up to a defined value to improve first contact resolution time.Formal representation of bp regarding official Consumer authorities.What should you bring to this role? Experience in managing customer operations with track record of strong delivery.Experience in designing and implementing customer operations processes, SLAs and KPIs and driving continuous improvement initiatives.Broad understanding of the Retail business and business processes.Experience in both quantitative and qualitative customer satisfaction research, customer feedback management and data analysis, and ability to identify actionable insights.Experience in working cross-functionally.Experience in managing delivery of changes related to improvements in customer operations.Demonstrated strong stakeholder engagement with the ability to establish and maintain strong relationships.Skills and Requirements Bachelor's degree minimum.Proficiency level of: English - Spanish.Travel: up to 10%.Customer focus.Commercial Acumen.Operational Excellence.Strong knowledge of customer service and operational processes.Communication and influencing skills.Strong stakeholder management.Change management.Autonomy and self-driven.Ability to listen for and integrate views.Open to changes.We are a global team at bp, please help us with submitting an English CV.
Entity - Customers & Products
Job Family Group - Retail Group
Relocation available - No
Travel required - Yes - up to 10%
Country - Spain
About BP CUSTOMER AND PRODUCTS
We're gearing up for the future.
At bp our goal for C&P is to deliver the future of mobility, energy and services for our customers by innovating with new business models and service platforms.
C&P will become a hub, housing our midstream, lubricants, aviation, sale of chemicals, mobility and convenience, marketing and our next-generation businesses, making it a highly integrated and interconnected organization.
And with safety being our core value, our commitment to safe and reliable operations will never change.
Want to join the team?
This means:
being customer-centric, agile and responsive to changing customer needs and dynamic markets.focusing on growth and development of customer offers.optimising the chemicals and fuels.
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