Entity:

Customers & Products

Job Family Group:

Retail Group

Job Description:

Bp is reimagining energy for people and our planet.

We provide heat, light and mobility to customers worldwide. We’re fundamentally redefining what we do so we can reach net zero by 2050 or sooner. We also have a strong mission to help the whole world reach net zero too – working across our industry to improve people’s lives.

It’s a big value to us that the differences we see in the world around us are reflected in our workplace. Who you are is what counts, not where you’re from or how you live your life. A culture that values everyone benefits all of us. That’s why, to help our people thrive, we cultivate a truly diverse and inclusive environment.

Join us as a Customer Operations Lead Iberia!

The Customer Operations Lead Iberia is responsible for ensuring high-quality and efficient customer operations for Spain and setting best standards at Iberian level.

This role focuses on managing daily customer service activities, coordinating customer-channels (call centers, social media, corporate consumer email, …), leading issues and complaints resolution, driving continuous improvement in customer processes and ways of work, as well as consolidating customer feedback to enhance consumer journey and mitigate painpoints.

Takes part in business transformation and offer growth projects by advising and deploying new customer service standards deployments (Processes, SLAs, KPIs, agent training materials), assuring alignment and consistency for project success.

As contract owner and budget manager, the Customer Operations Lead supervises third-parties service performance, enabling improvement of customer satisfaction and business reputation, as well as cost-effective service delivery. Acts as a key liaison with consumer authorities regarding formal complaints, safeguarding business reputation and supporting crisis management.

Key accountabilities:

• Operational Management: coordinate daily activities of consumer careline and social media agencies, ensuring professional, fast and friendly support to consumers across all communication channels.

• Process Improvement: identify and implement incremental improvements in customer service processes, SLAs, and targets to enhance operational quality and efficiency.

• Customer Feedback: collect, analyze and report customer feedback from all channels, identifying highlights and painpoints along the customer journey, and sharing actionable insights with local teams.

• Complaint Resolution: own the resolution of consumer queries and complaints, ensuring timely and customer-friendly outcomes within defined protocols and SLAs.

• Consumer Authorities: own the relation with Consumer authorities regarding formal complaints, ensuring full compliance and business reputation.

• Stakeholder Engagement: maintain strong relationships with local operations and retail site staff, agencies and relevant internal teams to ensure alignment and support for customer service initiatives.

• Standard Process Sharing: share lessons learned and standards practices within the local organization, supporting a culture of customer centricity and operational excellence.

• Contract and Budget Management: act as contract-owner and manage local customer operating budget, ensuring cost-effective delivery of services.

• Business growth and transformation projects: act as squad member, advising and assisting in new customer service standards deployments (processes, SLAs, KPIs) as required, as key enabler for customer satisfaction and project success.

• Crisis Management: support PR, Marketing and agencies in managing crisis situations on social media that could impact brand perception.

• Insurance policies: ensure proper coverage and insurance case management regarding consumer-related liabilities and incidents.

• Best Practices: Set standard processes to be applied at Iberian level, supporting improvement journey on each market and aligned with local business needs.

• Acts as role model in “Who we are” and fully respects Code of Conduct.

In line with Delegations of Authority within M&C Iberia:

• Authority to resolve complaints up to a defined value to improve first contact resolution time.

• Decision-making on protocols for all consumer careline channels.

• Management of local consumer operations budget.

• Implementing and performing consumer operations standards with regards to SLAs and targets.

What you will need to be successful:

Education

• Bachelor’s degree or equivalent experience in Business, Commerce, Marketing, or related field.

Experience

• Proven experience in managing consumer/customer operations with a strong track record of delivery.

• Experience in designing and implementing customer service processes, SLAs and targets.

• Experience in driving continuous improvement initiatives at the operational level.

• Broad understanding of the Retail business and consumer expectations.

• Experience in managing third-party agencies and working cross-functionally within a local context.

• Strong partner engagement and relationship management skills.

• Demonstrated communication and influencing skills.

Competencies & Skills

• Strong knowledge of customer service and business operational processes.

• Customer focus and commitment to operational excellence.

• Change management skills (focused on incremental improvements); open to new ideas.

• Willing to take action and proactive approach.

• Contract and budget management.

• Ability to listen for and integrate views.

• Good partner management.

Languages

• Native level proficiency of Spanish language.

• Good command of spoken and written English.and Portuguese will be an advantage.

Why Join our team?

At bp, we provide an excellent working environment and employee benefits such as an open and inclusive culture, a great work-life balance, tremendous learning and development opportunities to craft your career path, life and health insurance, medical care package and many others.

We support our people to learn and grow in a diverse and exciting environment. We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly.

There are many aspects of our employees’ lives that are significant, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, collaboration spaces in a modern office environment, and others benefits.

Reinvent your career as you help our business meet the challenges of the future.

Travel Requirement

Up to 10% travel should be 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:

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.