What You'll Actually Do

• Take ownership of every escalated case and drive it to resolution against agreed service levels - no case left orphaned, no customer left guessing
• Advocate for the customer end-to-end: push for timely diagnosis by the dealer or regional technical support, chase parts orders and ETAs before they become delays, follow the repair through to handover, and close the loop with a courtesy call once they're back on the road
• Apply a genuine, demonstrable command of Australian Consumer Law - INEOS's obligations as a manufacturer, the retail network's obligations, and the customer's rights
• Make goodwill decisions that are proportionate, timely and actually useful, and prepare the financial submissions that get refunds, rejections and goodwill approved
• Partner with our dealer network to ensure repairs are delivered in line with INEOS technical standards, warranty policy and regulatory requirements - and work with them to close any gaps
• Manage and coordinate our Roadside Assistance partner so every interaction meets our expectations and the customer's
• Communicate proactively and transparently - planning ahead, pre-empting what the customer and the business will need next
• Maintain the CS Escalations Tracker as a robust case history, and support weekly management review and regional reporting
• Improve the system, not just the case - build and refine the processes that make best practice the default
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What You'll Bring

• 5+ years in a customer-facing environment handling escalated complaints; automotive or high-end retail is an advantage, not a requirement
• In-depth understanding of Australian Consumer Law
• A track record with complex, multi-stakeholder cases - and the influence to move people who don't report to you
• The confidence to have difficult conversations at every level of an organisation, and the judgement to make sound decisions fast
• Strong written and verbal communication, high attention to detail, and comfort with prioritisation under deadline pressure
• Commercial nous, conflict resolution experience, and a broad working understanding of how vehicles operate and what commonly goes wrong with them
• Confident across Outlook, Word, Excel and PowerPoint, and quick to pick up business systems
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