Customer Care Lead in Melbourne

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.

Our customers don’t break down in the suburbs. They call us from the High Country, from the Simpson, from the far side of the Pentecost River crossing. When that call comes in, someone at INEOS has to own it - properly, personally, and all the way through to the customer being back on the road. That’s this role.

The Customer Care Lead owns the resolution of escalated customer complaints across APAC - whether they arrive via our Call Centre, our dealer network, or land directly on the desk of our Senior Leadership Team. You are the operational link between the customer and our regional Customer Service and Aftersales teams, and the person who makes sure a case moves. You’ll also own the relationship with our Roadside Assistance partner, and you’ll shape the processes that govern how customer cases and off-road vehicles are handled region-wide. This role sets the tone for Customer Experience across APAC. The brief is simple and not remotely easy: deliver an experience as uncompromising as the vehicle. Reporting to the Head of Customer Service APAC.

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.

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.
• Tertiary qualifications in a relevant field are welcome. So is a career built on the workshop floor or the service desk - we care what you can do, not where you learned it.
• Calm under pressure. Empathetic. Pragmatic and tenacious. Organised enough that nothing slips.

This is your chance to build the support experience that lives up to that - in a small, fast-moving APAC team with real ownership and no layers to hide behind. You don’t have to have crossed the Simpson. You do have to understand the person who just did.