Castrol Customer Experience Team Leader

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

People Management: Driving Effectiveness

• Set clear effectiveness objectives and KPIs for team members, aligned to bp strategies and plans and consistently meets expected service level standards
• To drive service delivery for emails & calls management. Delivery to also include case & query management
• Familiar with Service level management for voice & emails, voice queue management and case allocation
• Working with BOT’s and possessing some knowledge around BOT logic will be required
• Maintain/action a training and knowledge plan for existing staff, ensuring there are the skills and knowledge to deliver a quality experience for bp customers
• Ensure that there is structure for managing effectiveness outcomes from staff, including regular 1-1s, coaching processes, team communication processes, personal development planning & team reporting.
• Drive awareness of and accountability for effectiveness outcomes, through reporting, staff communication and use of staff management processes
• Recognise & reward and recognize staff for their customer experience efforts
• Ensure opportunities for improvement in productivity are identified, and plans are in place to address gaps (CI)
• Ensure compliance to all statutory and audit requirements eg PCI
• Build and maintain strong business partnership relationships
• People Management: Driving Effectiveness
• Set clear effectiveness objectives and KPIs for team members, aligned to bp strategies and plans and consistently meets expected service level standards
• To drive service delivery for emails & calls management. Delivery to also include case & query management
• Familiar with Service level management for voice & emails, voice queue management and case allocation
• Working with BOT’s and possessing some knowledge around BOT logic will be required
• Maintain/action a training and knowledge plan for existing staff, ensuring there are the skills and knowledge to deliver a quality experience for bp customers
• Ensure that there is structure for managing effectiveness outcomes from staff, including regular 1-1s, coaching processes, team communication processes, personal development planning & team reporting.
• Drive awareness of and accountability for effectiveness outcomes, through reporting, staff communication and use of staff management processes
• Recognise & reward and recognize staff for their customer experience efforts
• Ensure opportunities for improvement in productivity are identified, and plans are in place to address gaps (CI)
• Ensure compliance to all statutory and audit requirements eg PCI
• Build and maintain strong business partnership relationships
• Functional
• Support the execution of 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 an escalation 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. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.Interact with customers in a professional, friendly and efficient manner and escalate concerns about meeting service levels or deadlines.•  Resolve customer complaints and escalations, provide reporting & insights, perform root cause analysis and highlight trends on complaints with the ability to implement strategies to reduce or remove complaints types that effect the customer experience•  Manage bp customer claims and feedback processes including claim payments, top up payments to third party service providers, preparation of approved legal documentation, letters, prepaid fuel cards etc.•  Effectively diagnose and resolve customer escalations providing a complete and accurate solution, monitoring progress of claims/feedback whilst ensuring compliance to complaint management timelines,  •  Build and maintain effective working relationships with all stakeholders from GBS ANZ and bp•   Actively promote & encourage all online services & products as part of self-serve strategy •   Seek opportunities and share insights and suggestions towards process improvements and help drive and implement digital and process transformation and continuous improvement initiatives, ensuring that all procedures are relevant in support of best practice and standardisation•   Interact with customers and team members confidently utilising active listening and negotiating skills ensuring a low effort service delivery to each customer interaction.Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.Service Management & Continuous Improvement Manage and maintain customer expectations, referencing pre-established service level agreements where applicable.Make recommendations on existing knowledge base documents and identify knowledge gaps.Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service.Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.Key Challenges
• Consistently delivering a low effort interaction for the customer
• Responding to all customer escalations & claims; proactively providing complete and accurate solutions through effective diagnosis of issue and excellent call control
• Managing difficult customer issues; diffusing emotion and working for the customer to achieve an effective resolution
• Demonstrating resilience to bounce back from difficult conversations to deliver consistently positive experiences
• Responding and adapting to organisation and operational change minimising impact to quality of low effort service delivery
• Own the CX Digital Offer & management of virtual assistance products, maintaining knowledge bases via QnQ and LUIS
• Requirement to work some Public Holidays
• Open to contribute towards production as and when situation demands.

Travel Requirement

Some travel may be required with this role, this is negotiable

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.