Senior Customer Service Representative - German speaking - Fixed term - Part time

Entity: Finance Job Family Group: Business Support Group Job Description: Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner. It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So, if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you. About the role The Hotline SENIOR Customer Service Representative (SCSR) is the first point of contact for customers contacting the organization via the service hotline. The role is responsible for delivering professional, accurate, and customer‑focused support by handling inbound calls, providing information, resolving standard enquiries at first contact where possible, and ensuring proper documentation and case management for all customer interactions. The Hotline SCSR plays a critical role in creating a positive customer experience by demonstrating strong communication skills, attention to detail, and adherence to defined service processes. When enquiries or issues cannot be resolved during the initial contact, the Hotline SCSR ensures timely and accurate case creation and hand‑off to the appropriate internal teams, in line with established service and escalation procedures. In this role You will Functional Complete day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values. Leverage deep understanding of specific key account customers, processes / systems and act as an escalation point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals. Interact with customers in a professional, friendly and efficient manner and raise concerns about meeting service levels or deadlines. Proactively resolve Key Account customer issues (working with other teams as appropriate): Take ownership and resolve escalated telephone and written customer issues. Raise activities that are not actioned by assignees. Provide customer service via the internet, phone, fax and email to support activities including: Account set-up, allocation and delivery issues. Order processing and order fulfilment. Sales order tracking. Monitor supply outages and react accordingly for incoming and existing orders. Retail marketing programme information, policy and product fulfilment. Retail site experience complaints, fuel quality claims, site locator etc. Complaint resolution, identification and management of complaint root causes. Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems. Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues. Service Management & Continuous Improvement Manage and maintain customer expectations, referencing pre-established service level agreements where applicable. Make recommendations on existing knowledge base documents and identify knowledge gaps. Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high-quality service. Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided. Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution. What You will need to be successful High level German language knowledge Must demonstrate a strong understanding of customers’ needs / behaviours Excellent written/oral communication skills and ability to build effective working relationships Strong time management and organisation skills Strong problem-sol