Customer Experience Lead

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.

Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our world-class team?

Join our Finance Team and advance your career as a/an

Job Purpose

The role will have responsibilities of being responsible for the assurance of service quality
Across the customer service team. These include day to day quality management
activities, bringing in standardisation of operations in the processes, handling
performance of new joiner team members, recruitment of new staff, working on continuous
Improvement initiatives and crafting new customer experience benchmarks.
This role will also have some operational responsibilities for consistency.

Key Accountabilities:

• Set and establish industry level benchmarks for communication in global English in
both written and spoken methods
• Assess new joiners and existing members on their ability and coach/train members
with areas of opportunities
looking after and Evaluating Customer Interactions
• Review customer interactions across various channels (e.g., phone, email, chat,
social media, online forms) to ensure company policies, quality
Standards, and compliance requirements.
• Analyse the tone, accuracy, and integrity of responses.
Developing Quality Assurance Standards
• Collaborate with teams to define benchmarks for customer service quality.
• Establish clear metrics and Key Performance Indicators (KPIs) for evaluating
Customer interactions.

• Share detailed feedback with customer service agents to highlight strengths and
Improvement areas.
• Provide actionable recommendations to enhance service delivery and align with
Customer expectations.
Conducting Training and Coaching
• Work towards becoming the knowledge anchor within the unit.

Assist in creating and delivering training sessions based on quality monitoring
insights.
• Mentor agents to improve their social skills and problem-solving abilities.
Analysing Trends and Reporting
• Identify patterns in customer complaints, happiness, and service gaps.
• Prepare reports on quality performance, team efficiency, and customer feedback trends for collaborators.
Ensuring Compliance
• Verify that all customer interactions meet legal and regulatory standards.
• Ensure adherence to data protection and confidentiality requirements.
• Offer insights to help resolve brought up customer complaints effectively and
Improve conflict-handling techniques.
Customer Experience Improvement
• Collaborate with product, support, and operations teams to implement changes based on customer feedback and quality insights.
• Propose strategies to improve overall customer happiness and dedication.
Using Quality Assurance Tools
• Use tools and software for monitoring interactions, assembling data, and
Generating insights.
• Stay updated on advancements in CX technology to improve quality assessment
methods.
Driving Continuous Improvement
• Participate in developing customer experience initiatives and standard methodologies.
• Benchmark quality standards against industry leaders and competitors.

Qualifications, Proficiencies

• Bachelor’s degree or equivalent experience with 6-8 years of overall experience with over 3 years of quality
  assurance experience
•  Experience in managing multiple processes across different teams
• Certification in mentor practices would be an advantage
• Be a phenomenal teammate and enjoy working with people

Travel Requirement

Negligible travel should be expected with this role

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.