Senior Lead Retail Support Representative - 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

The Senior Lead Retail Support Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Customers, internal Customers and Stakeholders in accordance with agreed service levels. The position will ensure all queries are answered with the required speed, accuracy, quality and with the maximum level of customer satisfaction through coordination, workload allocation, reporting, and quality monitoring/coaching within the team.

Senior Lead Retail Support Service Representatives are required to have an end-to-end understanding and accountability of all activities impacting the area they support. The role holder should enable high quality Customer Service activities in a speedy and efficient way in cooperation with the respective Sales/Segment Managers, third party service providers and project teams, where applicable. Lead Retail Support Service Representatives are also accountable for high value customers and/or for customer issues, end-to-end customer experience and critical process handling. Lead Retail Support Service Representatives are supporting the Team Leader by handling certain operative management tasks: preparing analysis and reporting in case of issues, quality monitoring and coaching in the team and being a back-up to the Team Leader in case of their absence.

In this role You will

Customer Support & Operations

• Coordinate end-to-end customer service activities for the assigned customer area.
• Act as the first point of contact for raised customer issues via phone and email.
• Proactively resolve customer issues and follow up with relevant teams when needed.
• Support customer onboarding and account setup processes.
• Ensure timely and accurate card issuance, invoicing, and customer master data management.
• Maintain accurate customer information across all systems.
• Support pricing, rebate, and bonus management activities.
• Handle complaints by logging, resolving, and providing customer feedback.
• Follow up proactively with Sales teams and customers on pending activities.

Team & Process Support

• Ensure processes and service standards are consistently followed within the team.
• Act as Team Leader backup when required.
• Coach and mentor team members on customer handling and operational processes.
• Perform quality checks on customer communications.
• Support onboarding and training of new joiners.
• Regularly review training materials and SOPs.
• Contribute to a collaborative team culture and stable backup structure.

Partners & Project Support

• Build and maintain strong relationships with internal and external partners.
• Support operational and customer service-related projects.
• Act as a key contact point for operational project activities.
• Participate in User Acceptance Testing (UAT) for system and process enhancements.
• Support reporting activities and ad hoc management requests.

Continuous Improvement & Transformation

• Identify process gaps, inefficiencies, and service improvement opportunities.
• Recommend and support process simplification, standardization, and guidelines.
• Contribute to Continuous Improvement initiatives, transformation projects, and waste elimination.
• Support attitude and culture changes that improve customer experience and operational performance.
• Use business insights and reporting data to support decision-making and performance improvements.

Additional Expectations

• Demonstrate strong process and system knowledge.
• Communicate expertly and optimally with customers and partners.
• Show leadership through proactive problem-solving, ownership, and teamwork.
• Support customer experience improvements across functions and countries.
• Dedicate time to self-development and continuous learning.

What You will need to be successful

• Educated to A Level standard or equivalent
• Previous experience customer service skills in a telephone environment and/ or customer services environment preferred.
• Fluency in English and C1 German
• Must demonstrate a strong understanding of customers' needs / behaviors, high customer centricity and deep discernment
• Excellent written/oral communication skills and ability to build effective working relationships (strong collaboration with other teams/departments/partners/external groups)
• Strong time management and organization skills
• Strong problem-solving skills and analytical, reporting skills
• Highly motivated, proactive & ownership attitude
• Strong continuous improvement attitude
• Experience using SAP and/or Salesforce and MS Office application

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 Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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.