Customer Care Lead

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, rigor and humor. 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.

Your role:

The Customer Care Lead is responsible for managing, coordinating, and reporting on the resolution of escalated customer complaints received via INEOS’s Call Centre Partner, the INEOS Dealer Network, or the INEOS Senior Leadership Team. The role acts as a key operational liaison between the customer (e.g. Retail customers, VIP customers, Arcane Works, INEOS C-Suite), European/Global Customer Service teams (Aftersales), and global engineering to ensure timely, accurate, and effective issue resolution.

The Customer Care Leads’ key task is to increase customer satisfaction. In that context he/she is also responsible for managing the relationship with Ineos Automotive’s Road Side Assistance provider, optimize processes related to Road Side Assistance and Customer Cases in General.

Responsibilities include (but are not limited to):

• Effective resolution of cases - Ensure all escalated customer complaints are managed through to resolution in a timely, structured, and customer-focused manner, meeting agreed service level targets and quality standards.
• Finance Processing - Gather and submit appropriate financial information to the appropriate approver (e.g. CFO or Regional Director) to facilitate the processing of external reimbursements such as refunds, rejections or goodwill in line with fraud prevention and GDPR to support Customers, IAL Finance and the Retail Network.
• Consumer Law and rights – Understanding of the consumer rights with each country, and the legal obligations on INEOS as a manufacturer, the retail network and the rights of the customer.
• Quality and Compliance Assurance - Ensure all recommended repairs, decisions, and outcomes comply with INEOS technical standards, warranty policies, regulatory requirements, and customer care guidelines.
• Customer Communication and Experience Management - Provide consistent, proactive, and transparent communication to customers throughout the lifecycle of an escalated case, ensuring customer expectations are effectively managed.
• Reporting and Best practice - Record all Customer Case escalations, updates and summaries in the CS Escalations Tracker to support a weekly review with management, providing a robust case history for regional and senior management reporting purposes.
• Proactive Customer handling - Ensure consistent and timely communication with customers to ensure the best possible outcome for each case. Planning communication in advance and pre-empting the needs of the customer and the business.

Requirements

What we are looking for:

• Professional working proficiency in German (B2/C1) or Native-level German language skills required
• Bachelor in Business Administration or equivalent
• Minimum of 5 years working in a customer related environment
• Experience of working with complex escalations across dealers, call centres, and internal teams
• Experience of working across and influencing a broad stakeholder group to support the resolution of customer complaints
• Experience working with senior stakeholders, for example VIP customers, dealer leadership, or internal senior management
• Experience with regulatory or compliance-heavy case handling, for example consumer law, warranty policy, or GDPR-related customer cases
• Eligible to work in Germany
• Automotive or high-end Retail experience desirable but not essential

Technical skills:

• Confident user of MS Office packages, particularly Excel and PowerPoint
• Good levels of IT literacy, familiar with CRM, ticketing, or case-management systems
• Broad high-level understanding of vehicle operation, maintenance and common issues