Customer Resolutions Team Leader

At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

We are guided by our cultures & values, creating a great place to work.

We stand for equality, diversity and inclusion.

We care about people & planet and promote health & wellbeing.

We nurture your development and provide career opportunities to unlock your potential.

Working at IKEA has its benefits:

• 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more

• 24/7 access to our Employee Assistance Program for health and wellbeing support

• 15% Co-worker discount

• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant

• Co-worker uniform provided

• Free Co-worker parking

• Free benefits membership (savings and discounts across retailers and service providers)

• Novated leasing and EV subscription options

• Superannuation salary sacrifice

• Fitness Passport membership available

• Bonus programme (where eligible)

• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

• Position is Permanent Full Time, 76hrs/fortnight (hybrid, 1 day WFH)

• Location of role is IKEA Customer Service Office, Tempe, NSW.

• Internal job title at IKEA is Remote Team Leader

• This role requires availability to work 8:00am - 8:30pm on weekdays, with alternating weekend shifts

ABOUT THIS WORK AREA

As Customer Resolutions Team Leader your responsibilities will include, but are not limited to:

• Working collaboratively within our operations team whilst leading, coaching, and motivating your own team of co- workers.

• Ensuring your team are knowledgeable, competent, and inspired to provide exceptional customer service.

• Supporting IKEA to exceed our customer expectations by securing a fast and easy customer experience. You will facilitate this through delivery of high performing, efficient, and quality contacts in the different remote customer meeting points.

• Handling conflict and providing constructive feedback. You will be instrumental in refining and updating working processes and will be proactive in building relationships with stakeholders to secure customer centricity.

• Understanding the needs of our customers and have the confidence to support all their needs throughout their shopping journey at IKEA.

As Customer Resolutions Team Leader you have:

• The ability to deliver an exceptional customer experience by building and leading a high-performing, competent customer resolutions team that engages with customers in all channels.

• Previous leadership experience, leading people and working within a team.

• Strong time management skills. You can prioritise and delegate work for yourself and your team, ensuring organisational excellence.

• A problem-solving mindset, with an attitude where no task is too difficult to overcome.

• Previous experience working in a high volume, dynamic & fast paced environment.

• Strong communication skills with the ability to adjust your communication style based on the platform or receiver.

• Good knowledge of change management and understanding of key factors for a successful change initiative.

• Proficiency in decision-making and taking responsibility for customer issues.

We need people like you!

At IKEA, work is so much more than a job. Come join us!