Customer Care Lead

About the role

The Customer Care Lead will act as the central operational liaison between INEOS Automotive customers, the dealer network, and internal service and engineering teams. This senior position focuses on resolving escalated complaints, managing road‑side assistance relationships, and driving overall customer satisfaction.

Key responsibilities

• Manage and resolve escalated customer complaints through a structured, timely process while meeting service level targets.
• Coordinate with European/Global Customer Service, Aftersales, and engineering teams to ensure accurate issue resolution.
• Oversee the relationship with the Road Side Assistance provider and optimise related processes.
• Gather and submit financial data for reimbursements, refunds, and goodwill payments in line with fraud prevention and GDPR requirements.
• Interpret consumer law and rights across different countries to ensure compliance with legal obligations.
• Validate that all repairs, decisions, and outcomes adhere to INEOS technical standards, warranty policies, and regulatory requirements.
• Provide proactive, transparent communication to customers throughout the case lifecycle.

Required profile

• Strong understanding of consumer rights and legal obligations in multiple jurisdictions.
• Experience in handling complex customer complaints and coordinating cross‑functional teams.
• Ability to work under pressure while maintaining high standards of quality and compliance.
• Excellent communication skills for interaction with retail, VIP, and senior leadership stakeholders.

Required skills