Customer Service Supervisor

4 days ago

Melbourne, Australia INEOS Automotive Full time

**Customer Service Supervisor**

INEOS Automotive - Grenadier - Built On Purpose

Story so far

Since Sir Jim Ratcliffe announced Project Grenadier in 2017, our team at INEOS Automotive has grown rapidly. From a start-up to the scaled business we are now, we’ve hit some huge milestones along the way. Despite some global challenges, we brought our first vehicle, the INEOS Grenadier, from a vision to prototype and to market in just five years. And now, as the first customer deliveries of our INEOS Grenadier have begun, we look to the future with our first all-electric vehicle.

People and Culture

With around 1500 employees, 10 locations and 44 nationalities, we’re an international team working together to challenge the ordinary. We welcome people who mirror our values: Spirit of ownership, who take responsibility and make things happen. Delivering quality work, with ambition to deliver outstanding results and who have a community mindset, believing together everyone achieves more. Creativity and initiative are encouraged to support your career development.

We’re doing things differently.

If this sounds like you, let’s talk.

The Customer Service Supervisor ensures that our Australian and New Zealand customer base receive a consistent, industry leading support experience. Working as an extension of the UK based contact center team the individual is responsible for the control and resolution of customer issues to the relevant teams within Ineos Automotive Australia. The role holder is responsible for the handling of customer enquiries, support of the outsourced contact center team and escalations, with the support of the broader ANZ management team.

**Responsibilities include (but are not limited to)**:

- Perform in line with agreed Central and ANZ Service Level Agreements
- To reflect the brand and represent the organisation in the quality and content of all communications with customers
- Proactive in seeking resolutions for both customer enquiries and as a liaison between the UK contact center team and internal departments
- Organised approach to managing simultaneous requests from internal and our UK contact center teams
- Proactive customer case management with network partners, assisting in the resolution of customer enquiries and complaints, ensuring all enquiries are completed within Service Level Agreement

**What we are looking for**:

- Proven experience in a similar customer experience role
- Has worked with or in contact centers, including the ability to demonstrate operational understanding
- Automotive industry experience or personal passion (specifically 4x4 - preferred)
- Knowledge of vehicle dealership aftersales and sales operations
- Experience and understanding of CRM platforms

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