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Customer Operations Lead

Customer Operations Lead

  • Location United Kingdom - Flexible - Home Based (UK)
  • Travel required Yes - up to 10%
  • Job category Retail Group
  • Relocation available No
  • Job type Professionals
  • Job code 138437BR
  • Experience level Intermediate
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Job summary

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,

At bp, we’re seeking to meet the growing global demand for safe, sustainable and affordable energy. That means crafting a more efficient business that makes the best possible use of all its resources, reimagines energy and reinvents who we are on our mission of net zero!
Purpose
The Customer Operations Lead 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.
Key Accountabilities

  • Coordinate daily activities of customer careline agency/GBS and social media agency and provide them with ongoing support.
  • Own resolution of customer queries and complaints across all communication channels (email, call, social media, chat, reviews)
  • Work closely with OPEX ESA 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.
  • Manage relationship with customer service agency/GBS and social media agency.
  • Drive continuous improvement initiatives, share best practices and lessons learned with other markets
  • Collect and analyse 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.
  • Participate as a squad member in defining & implementing the future roadmap for customer after care in ESA
Decision Rights
  • This role will report to the 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.
Requirements
Bachelor’s degree minimum
Experience
  • 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.
  • Demonstrated strong communication, including ability to communicate and influence across the various functions and with external contractors.
Skills & Competencies
  • Customer focus
  • Commercial Acumen
  • Operational Excellence
  • Strong knowledge of customer service and operational processes
  • Communication and influencing skills
  • Strong stakeholder management
  • Change management
  • Ability to listen for and integrate views
  • Open to changes
  • Action oriented
Please note this is a UK based role

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