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- Tasks: Lead the resolution of escalated customer complaints and enhance their experience.
- Company: Join INEOS Automotive, a rising star in 4X4 development and manufacturing.
- Benefits: Enjoy a dynamic work environment with a diverse international team and opportunities for growth.
- Why this job: Be part of a mission to deliver 'White Glove' service and make a real impact.
- Qualifications: Experience in customer service, preferably in a supervisory role; automotive experience is a plus.
- Other info: Submit a cover letter with your application to stand out!
The predicted salary is between 36000 - 60000 £ per year.
Customer Service 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 consists 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 Service Escalations Supervisor will be a part of our global Customer Service 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, communication 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 a 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
Familiarize yourself with INEOS Automotive's products and services. Understanding the Grenadier and Quartermaster models will help you speak confidently about the brand during your interview.
✨Tip Number 2
Highlight your experience in managing escalated customer complaints. Be ready to share specific examples of how you've resolved complex issues in previous roles, especially in automotive or high-end retail environments.
✨Tip Number 3
Demonstrate your ability to work with SAP/CRM systems. If you have experience with these tools, be prepared to discuss how you've used them to enhance customer service and manage escalations effectively.
✨Tip Number 4
Showcase your communication skills. Practice explaining complex subjects clearly and concisely, as this will be crucial when interacting with both customers and internal teams at INEOS.
We think you need these skills to ace Customer Service Escalations Supervisor
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Service Escalations Supervisor position. Understand the key responsibilities and required skills, so you can tailor your application accordingly.
Craft a Compelling Cover Letter: Write a cover letter that highlights your relevant experience in customer service, especially in supervisory or escalations roles. Use specific examples to demonstrate how you've resolved complex customer issues and contributed to team success.
Showcase Relevant Experience: In your CV, emphasize any previous experience in automotive or high-end retail environments. Highlight your familiarity with SAP/CRM systems and your ability to manage multiple escalations effectively.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that your writing is clear and professional. Attention to detail is crucial for this role.
How to prepare for a job interview at Internetwork Expert
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous roles in customer service, especially any supervisory or escalations experience. Highlight specific examples where you successfully resolved complex customer issues and how you maintained customer confidence.
✨Demonstrate Effective Communication Skills
Since the role requires clear communication with both customers and internal teams, practice articulating complex subjects simply and effectively. Consider preparing a few scenarios where you had to explain difficult concepts to customers or colleagues.
✨Familiarize Yourself with Relevant Systems
If you have experience with SAP or CRM systems, be ready to discuss it. If not, do some research on these systems and be prepared to explain how you would adapt to using them in your new role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your judgment and decision-making skills. Think of examples where you had to make quick decisions under pressure, especially in managing multiple escalations. This will demonstrate your ability to handle the demands of the role.
