Customer Care Escalations Supervisor

INEOS Automotive – Built For More

Story so far

Since we started our journey to build a no nonsense 4X4, we’ve come a long way. We’ve established INEOS Automotive as a serious contender in 4X4 development and manufacturing. We’ve partnered with some of the biggest names in the automotive industry. We’ve made our way from vision to prototype. We’ve secured a world-class production facility and delivery team. We’ve delivered Grenadiers to customers all around the world. We’re building our double cab pick up, the Quartermaster.

People and Culture

Easy never changed anything. Not in manufacturing, science, engineering or energy – and certainly not elite sport. At INEOS we tackle every challenge head-on, and we help extraordinary athletes achieve extraordinary things. When it comes to making positive change, we know nothing gets done without grit, rigour and humour. Our Automotive team consist of around 1500 employees, 10 locations and 44 nationalities, we’re an international team working together to challenge the ordinary.

If this sounds like you, let’s talk.

Our Customer Care Escalations Supervisor will be a part of our global Customer Care team. Responsible for managing, facilitating, and reporting on the resolution of escalated customer complaints received either through INEOS’s Call Centre Partner, an INEOS Dealership or via the INEOS Senior Team. The team’s goal is to achieve a 'White Glove' Service for all customers and while we work towards this the team are continuously working on data driven improvements that will enhance the customer experience.

Responsibilities include (but are not limited to):

• Resolve complex customer experience problems
• Set customer expectations and provide updates regarding troubleshooting and resolution action plans
• Restore and maintain the customer's confidence in INEOS Automotive through effective listening, communications skills and recommended financial or goodwill remedies where appropriate
• Actively contribute to projects, initiatives, and workstreams led by other senior team members
• Proactively manage customer cases with network partners, assisting in the resolution of customer enquiries and complaints
• Gather and submit appropriate financial information to facilitate the processing of external reimbursements “refunds and or compensation" in line with fraud prevention and GDPR to support Customers, IAL Finance and the Retail Network.

What we are looking for:

• Experience within Customer Service environment, preferably in a Supervisor, Escalations or Specialist Team
• Automotive or high-end Retail experience desirable
• Previous experience with SAP/CRM systems advantageous
• Experience of working with complex cases involving multiple departments

• Able to communicate complex subjects effectively both verbally and in writing with both customers and internal colleagues
• Able to make sound judgements and well thought through decisions quickly
• High level of literacy, numeracy and attention to detail is essential
• Ability to manage multiple customer escalations at varying levels including case documentation

If the role sounds of interest and you want to learn more please apply. Please include a covering letter that supports your application along with any other supporting information.

If your application is successful one of the team will be in touch to arrange an initial conversation!