Entity:

Customers & Products

Job Family Group:

Business Support Group

Job Description:

Over the course of more than 10 years, bp pulse has established itself as the market leader in electric vehicle charging, providing solutions for EV drivers to charge at home, at work and on the road. On our mission to make charging fast and hassle-free, our charging points have been used over 30 million times to enable around 200 million miles of zero tailpipe emission driving. We work with the world’s leading vehicle manufacturers to support their customers, as well as some of the UK’s biggest fleets, leasing companies and local authorities. We are the UK’s only fully integrated, end-to-end manufacturer and operator of charging infrastructure, and our nationwide Polar network of public charge points is recognised for its quality and reliability. Following acquisition by BP in 2018, the company is growing rapidly and has moved to a brand new, purpose-built head office and production facility in Milton Keynes in March 2020 to support this growth and allow it to capitalise on a booming electric vehicle market.

 

This is an opportunity to join a business with an envious and unrivalled position in a fast-growing market, and ultimately help enable more people to transition to electric vehicles. You will not just be part of the biggest change in the automotive industry for a century - you will be at the forefront of it.

Key responsibilities:

Act as the first line of support for all customer types, identifying needs and resolving queries efficiently and empathetically.Handle own caseload of customer interactions, ensuring SLA adherence and exceptional service quality.Investigate and resolve customer dissatisfactions and complaints in a timely and compliant manner.Escalate and liaise with internal teams to ensure case closure and customer satisfaction.Respond and educate through social media, review platforms, and public forums to promote understanding of the EV experience.Use multiple systems (e.g., Salesforce, Amazon Connect) to manage cases and document actions.Ensure data privacy adherence and accurate handling of DSARs or related requests.Identifying continuous improvement opportunities through insights and metrics.Champion a positive brand tone of voice and ensure gestures of goodwill align with business continuity and customer retention objectives.

Knowledge & Experience:

Experience in handling complex customer service interactions across multiple channelsStrong background in contact centre operations or service environmentsExperience using CRM platforms like Salesforce and telephony tools like Amazon ConnectAbility to remain calm under pressure and manage sensitive escalationsExperience in knowledge management or customer communications is desirableExperience in training or coaching in a customer service environmentComfortable managing customer data securely and in compliance with privacy regulationsStrong analytical skills and attention to detailExperience in reporting and providing data-led insightsAbility to work independently and in a team across a hybrid or hub setup

Essential Education:

Diploma or Degree in Business Administration, Communications, Information Technology, or related fieldCertification in Customer Service e.e ICCM Certified Customer Service Professional, HDI Customer Service Representative)Certification in Contact Center Operations or Management (e.g., COPC® Certification) or any relevant qualification

Why join us?

At bp, we support our people to learn and grow in a diverse and challenging 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! These benefits can include flexible working options, paid parental leave policy among others! We will ensure that individuals with disabilities are provided reasonable adjustment to participate in the interview process.  

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 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.