Customer Service Manager Jobs British Petroleum

Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. With a workforce of 92,000 employees, BP operates with business activities and customers in more than 100 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.

BP's downstream Refining and Marketing ("R&M") operations refine, transport, sell and trade crude oil and petroleum products. We refine and process crude oil into usable products, including high-quality gasoline and the chemicals used in everyday items. At service stations, ports and airports around the world, our fuels and motor oils help keep the world in motion. Our Lubricants business is concentrated on the higher margin sectors of automotive lubricants, especially in the consumer sector with a strong presence in the marine and industrial business markets. We supply fuel at about 1,200 airports in 90 countries and we're also present at about 1,000 ports around the world, to provide fuel and lubricants to cargo ships and other vessels as they come and go. BP's LPG business operates in the Bottle, Bulk B2C, Bulk B2B, Autogas and Aerosol markets. The Customer Service function within the BSC will be the centre of expertise for BP's R&M businesses, delivering excellent customer service to our B2B and Consumer markets. The BSC will handle a varied range of Order to Cash and other customer support activities. Our Customer is at the heart of all we do and our customer service employees are responsible for providing excellent customer service on behalf of our European and global businesses.

British Petroleum current job opening for position as:

Customer Service Manager for Benelux
Req ID: 30253BR
Job category: Customer Services
Sub-category: Customer Services
Countries (State/Region): Hungary
Location: Budapest

Role synopsis:
This is a senior role in the European BSC reporting to the Director, Customer Service and Order to Cash with the responsibility to help establish and embed Customer Service teams supporting our Refining and Marketing BeNeLux businesses. The Service Manager will manage up to 8 Team Leaders.

The post holder will work with the Director, Customer Service & O2C to help develop the organisation and operational workflow within the Customer service organisation. The post holder may on occasions deputise for the Director, Customer Service and Order to Cash.

Key accountabilities
The job holder will be responsible for:

• Manage a team of 8 Customer Service Team Leaders in the end state organisation (line managers).
• Ensure that all teams are compliant with HSSE policy
• Key Delegations of authority from the Director CS & O2C
• Lead, motivate and develop team competencies and BSC capabilities
• Hire, train, and manage team performance, create and implement objectives and development plans for direct reports
• Ensure fundamental business processes are embedded and adhered to consistently throughout the BSC
• Develop and maintain internal and external relationships regarding specific business issues
• Analyse performance reports on a daily, weekly and monthly basis, interpret data to identify trends and implement operational improvement initiatives
• Support the Director, Customer Service & O2C Lead and peers
• Ensure that all processes are compliant with ISO accreditation
• Manage deadlines and ensure that all activities that directly affect customer relationships or the output of the BSC are of the highest quality
• Collaborate with Sales and Finance teams to ensure an efficient end to end service for the customer
• Conduct continuous reviews and take actions to improve individual, team, and BSC performance
• Perform work outside of normal office hours as required
• Complete other duties as assigned

Essential Education:

• 3 - 5 years experience working in a BSC environment
• Educated to Degree standard or equivalent
• Fluency in English and Dutch. French language knowledge is an advantage.
• Experience managing teams in a BSC environment, with emphasis on experience managing call-driven workloads and achieving SLA’s for fax, email and correspondence
• Experience in change management
• High Level of IT proficiency in Microsoft packages
• Excellent written/oral communication skills and ability to build effective working relationships
• Proactive people management skills that facilitate others to play to their strengths
• Strong performance management skills with experience of managing both quantitative and qualitative targets and a track record of achieving goals
• Exceptional time management and organisation skills

Essential experience and job requirements:

1. Able to prioritise, handle urgent issues and situations, following through to resolution in a timely manner and focusing efforts to deliver business value
2. Able to consistently review and adapt approach and style to meet ever changing requirements
3. Able to manage conflicting work issues and deadlines by effectively delegating and utilising direct reports to ensure deliverables are met
4. Able to solve problems using own initiative and influencing skills
5. Able to communicate effectively with all levels of an organisation
6. Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems
7. Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge
8. Able to develop people and the organisation
9. Possess understanding of the BP business, industry, customers, internal structure and functions
10. Experience of working in a customer focused business to business environment
11. Experience managing organisational change on a medium to large scale while ensuring minimal impact to operations
12. Sound understanding of internal and external customer needs and managing a team to meet / exceed customer expectations
13. Good level of understanding of the financials relating to the management of a Customer Service Centre
14. Experience using SAP and Siebel

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