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- Tasks: Lead a team to resolve escalated customer complaints and enhance service quality.
- Company: INEOS Automotive is revolutionising 4X4 development with a global team and innovative spirit.
- Benefits: Enjoy a dynamic work environment, opportunities for growth, and a chance to make an impact.
- Why this job: Join a passionate team dedicated to exceptional customer service and continuous improvement.
- Qualifications: Experience in customer service, preferably in a supervisory role; automotive experience is a plus.
- Other info: Be part of a diverse team across 10 locations and 44 nationalities.
The predicted salary is between 36000 - 60000 £ per year.
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!
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Customer Service Escalations Supervisor employer: Internetwork Expert
Contact Detail:
Internetwork Expert Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Escalations Supervisor
✨Tip Number 1
Familiarise yourself with INEOS Automotive's products and services. Understanding the Grenadier and Quartermaster models will help you speak confidently about the brand during interviews, showcasing your genuine interest in their offerings.
✨Tip Number 2
Brush up on your knowledge of customer service best practices, especially in handling escalations. Being able to discuss specific strategies you've used to resolve complex customer issues will demonstrate your expertise and readiness for the role.
✨Tip Number 3
Network with current or former employees of INEOS Automotive on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which you can leverage during your application process.
✨Tip Number 4
Prepare examples of how you've successfully managed multiple escalations in previous roles. Highlighting your ability to juggle various cases while maintaining attention to detail will resonate well with the hiring team.
We think you need these skills to ace Customer Service Escalations Supervisor
Some tips for your application 🫡
Tailor Your Cover Letter: Make sure to write a cover letter that specifically addresses the role of Customer Service Escalations Supervisor. Highlight your relevant experience in customer service, especially in supervisory or escalations roles, and mention any automotive or high-end retail experience you have.
Showcase Relevant Skills: In your CV, emphasise skills that are crucial for this position, such as effective communication, problem-solving, and attention to detail. Provide examples of how you've successfully managed complex customer cases or worked with multiple departments.
Highlight Experience with Systems: If you have experience with SAP/CRM systems, make sure to include this in your application. Detail how you have used these systems to enhance customer service or manage escalations effectively.
Proofread Your Application: Before submitting your application, take the time to proofread your documents. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A well-presented application reflects your attention to detail.
How to prepare for a job interview at Internetwork Expert
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in customer service, especially in supervisory or escalations roles. Be ready to discuss specific examples where you successfully resolved complex customer issues and how you managed expectations.
✨Demonstrate Effective Communication Skills
Since the role requires excellent communication skills, prepare to showcase how you can convey complex information clearly. Practice articulating your thoughts on customer complaints and resolutions, both verbally and in writing.
✨Familiarise Yourself with Relevant Systems
If you have experience with SAP or CRM systems, be prepared to discuss it. If not, do a bit of research on these systems and how they are used in customer service environments, as this knowledge could set you apart.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of past situations where you had to make quick decisions under pressure and be ready to explain your thought process and the outcomes.
