Expression of Interest - Customer Care & Support Advisor (German & English speakers)

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. 

If joining our growing team and contributing to delivering on bp's purpose for our people and the planet is of interest - we welcome you to express an interest and join our Talent Community for future openings. 

Joining our talent community enables you to learn updates from the business, and be readily contactable as and when suitable openings become available.

These roles require working on a 12-hour rotating night shift pattern across 24/7 operations including working on weekends and public holidays.

In this role, you will:

• You will be the first line of support for EV customers and charge point hosts across multiple channels including telephony, email, live chat, and social media.
• You will handle a diverse range of inbound and outbound communications, resolving queries on first contact while demonstrating empathy and accuracy.
• You will be responsible for supporting the brand's reputation through professional and proactive communication, contributing to the overall customer experience and continuous improvement.
• You will champion bp pulse products and services by staying up to date on developments in our market-leading charging network.
• You will manage, monitor, and respond to customer inquiries including complex or sensitive cases, while ensuring compliance with data privacy and reporting protocols.
• You will play a key role in supporting our expanding global customer base in the EV ecosystem, across B2C, B2B and Demand Partners.
• Provide specialized support services including account deletion, processing receipts and refunds, and responding to social media inquiries
• You will also support the onboarding and upskilling of new frontline team members through knowledge sharing where required.

Job Requirements:

• Diploma or Degree in Business Administration, Communications, Information Technology, or related field
• Certification in Customer Service (e.g., ICCM Certified Customer Service Professional, HDI Customer Service Representative)
• Certification in Contact Center Operations or Management (e.g., COPC® Certification) or any relevant qualification
• Experience in handling complex customer service interactions across multiple channels
• Strong background in contact centre operations or service environments
• Experience using CRM platforms like Salesforce and telephony tools like Amazon Connect
• Language: German & English (written and spoken)
• Willing to work a 12-hour rotating night shift pattern across 24/7 operations.
• Flexible and willing to work a dedicated night shift schedule, including 12-hour shifts, as required by business operations.
• Willing to work weekends and public holidays, as required.

Why join us?

At bp, we support our people to learn and grow in a diverse and bold 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!

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:

German Language

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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.