Entity:

Customers & Products

Job Family Group:

Sales Group

Job Description:

As bp transitions to an integrated energy company, we must adapt to a changing world and maintain competitive performance. bp’s customers & products (C&P) business area is setting up a business and technology centre (BTC) in Pune, India. This will support the delivery of an enhanced customer experience and drive innovation by building global capabilities at scale, demonstrating technology, and developing deep expertise. The BTC will be a core and connected part of our business, bringing together colleagues who report into their respective part of C&P, working together with other functions across bp. This is an exciting time to join bp and the customers & products BTC!

The purpose of the role is to work as part of the customer excellence teams in order to enable efficient and effective end to end customer journeys.  The role is responsible for delivering aviation's 24x7 customer service offer and providing customers an exceptional experience. This includes proactively generating price offers and insights, responding to customer price requests, fuel releases, general queries and requests.This role is working in a shift pattern, as the service is provided 24 hours per day, 7 days a week, 365 days per year.This team will also support new projects and actively seek continuous improvement in ways of working. 

Aviation's vision is to be the fuel and services partner of choice for their customer. We are on a journey to transform our business to become the highest performing & customer centric aviation fuel company of choice. The key to unlocking this is the key role we play in bp's net zero ambition; with a key focus on rapid balanced aviation fuel growth, as well as the electrification of our fleet.
Aviation is a global business operating in 55 countries within 4 global regions, safely providing fuel to over 200 operated sites and over 200 NOJVs. Our frontline operations can vary from a team of ~60 at a major airport through to a team of 2 at a general aviation site, and can be located in major cities through to very remote locations globally.

Duties and Responsibilities:

Respond to customers and airport request for; price quotes, fuel releases, general queries and requests 24x7.Support new project activity to drive improvement in ways of working.Work with a range of collaborators both internal (Account Manager, Commercial Managers, Legal, E&C) and external (airports, Resellers) - to position bp as the primary choice for ad hoc fuel offer.Ensure a commercial and customer understanding by leveraging the Aviation network to ensure we best serve our customers.Support and encourage customer usage of online self-serve tools.Support customer excellence teams to handle workload peaks and activity changes where appropriate.Cover is 24/7 with three different shifts being applied on a Rota basis. Ensure that fuel releases are compliant with international trade sanctions regulations, and act as a first line of defense to avoid wrong grade Fuelling's

Qualification and Experience:Bachelor's degree and / or equivalent experience with a successful track record in customer support.Strong interpersonal and communication skills with the ability to build relationships and influence.Supporting a customer service organization to enable improved customer experience, efficiency and growth. Ability to demonstrate strong cross- cultural relationship building skills.Good knowledge of the aviation business would be an advantage.Developing knowledge in implementing complex processes into the business according to given strategy.Commercial acumen and a growing track record of successfully implemented continuous process improvements.Understanding of compliance and international trade regulations.Understanding agile methodology an advantage.Excellent working knowledge of MS Office toolsLanguages > Fluency in spoken and written English mandatory  > While not essential, proficiency in one or more of German, Spanish, French Swedish, Norwegian, Greek, Portuguese will be an advantage.

Travel Requirement

No travel is 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:

Channel Management, Communication, Customer Experience (CX), Customer promise execution, Customer Segmentation, Customer Service Design, Decision Making, Delivers an effortless customer experience, Demand Management, Digital fluency, Excellence, Global Customer Service, Internal alignment, Negotiating value, Offer and product knowledge, Operational pricing, Sales forecasting/demand planning, Sector, market, customer and competitor understanding, Using insights dashboards

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.