Nura Ali

bp – Milton Keynes, Buckinghamshire

As a Customer Care Advisor at bp, I serve as a key point of contact for customers, delivering exceptional support across a range of services and products, including EV charging solutions. My role is focused on resolving customer queries efficiently, ensuring satisfaction, and maintaining bp’s reputation for excellence in customer experience.
Key Responsibilities:

Provide professional, empathetic, and solution-focused support to customers via phone, email, and digital channels.
Troubleshoot technical issues related to EV charging stations, payment systems, and account management.
Guide customers through processes such as card registration, app usage, and charger access, ensuring clarity and ease of use.
Collaborate with internal teams to escalate and resolve complex cases, ensuring timely follow-up and resolution.
Maintain accurate records of customer interactions and feedback to support continuous improvement.
Educate customers on bp’s services, including pricing structures, charger types, and subscription options.

Key Achievements:

Consistently met or exceeded KPIs for customer satisfaction, first-contact resolution, and response time.
Played a pivotal role in identifying and reporting recurring technical issues, contributing to system improvements.
Recognized for clear communication and a proactive approach to customer care, enhancing user experience and loyalty.

Skills & Tools:

CRM systems (e.g., Salesforce, Zendesk)
Microsoft Office Suite & internal bp platforms
Strong written and verbal communication
Problem-solving and conflict resolution
EV infrastructure knowledge and support

Interpersonal skills with the ability to liaise with key stakeholders internally, as well as with customer data and trend reporting to deliver insights to Engineering, Product Leads, Fraud etc.

Educating the wider team/newcomers on the product and processes

Excellent problem-solving skills and attention to detail.

Demonstrate a customer obsession mindset and grasp the opportunity to give every customer the best experience.

Ability to identify vulnerable customers or those in need of extra support.

Outstanding time-management skills with a good understanding of deadlines working in fast-paced environments.

Ability to recognise great TOV when working on socials and feedback outlets.

Attended social events in order to network efficiently and discover insider information.

Developed ongoing programmes using good team communication and collaboration.

Achieved service time and quality targets.

Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency.

Updated databases while complying with GDPR regulations.

Built and maintained courteous and effective working relationships.

Managed complaints with calm, clear communication and problem-solving.

Promoted safe working environment by implementing regulatory standards, policies and guidelines.

Spoke to customers in multiple languages to resolve problems and answer questions.

Exceeded goals through effective prioritisation and consistent work ethic.

Demonstrated consistent hard work and dedication to achieve results and improve operations.

Inspected products and services to comply with quality standards.

Helped patients and caregivers understand NHS and its process

Handled 100 of inbound calls per day.

Maintained caller confidentiality, with particular reference to patient confidentiality and Data Protection Act.

Worked with empathy and compassion to provide first-class service to patients in need.

Quickly resolved customer queries and complaints, improving service reliability and efficiency.

Worked effectively, calmly and proactively under pressure, especially during time-critical situations.

Answered calls promptly and calmly, providing empathetic, professional service throughout.

Prioritised emergency, urgent and routine calls appropriately to best meet service user needs.