Customer Experience Team Leader

IKEA; Canberra; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

5 weeks’ Paid Annual Leave

Parental Leave

Family & Community Leave

Co-worker discount 15%

Co-worker restaurant meals

Co-worker uniform provided

Free Co-worker parking

Digital Entertainment membership

Job summary

IKEA Canberra is seeking a Customer Experience Team Leader to oversee daily retail operations and support both customers and co-workers. You will lead a team to deliver a seamless shopping journey and handle escalations with empathy.

The role emphasizes coaching, recruitment support, and adherence to IKEA values, all while maintaining high energy in a fast-paced environment.

Qualifications

• Experience leading teams in a retail or customer-facing setting.
• Strong focus on delivering exceptional customer service outcomes.
• Excellent communication, collaboration and organisational skills.

Responsibilities

• Lead daily operations and respond to customer and co-worker needs to ensure a smooth journey.
• Handle escalations with professionalism and empathy.
• Coach and mentor team through performance reviews and coaching conversations.
• Assist management with recruitment, training, retention and succession planning.
• Represent IKEA values through customer service, integrity and efficiency.

Skills

Leadership

Customer service

Communication

Retail operations

Team coaching

Job description

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 and rewards:

• 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
• Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

• This is a permanent, full-time position 76 hours/fortnight
• The internal job title for this role is Customer Team Leader
• Availability is required between 8:30am-9:00pm on weekdays, with alternating fortnightly weekend shifts (Saturday and Sunday).
• The successful candidate will be required to obtain a Working with Children Check.
• As part of the recruitment process, shortlisted candidates will be invited to complete a video interview.

ABOUT THIS WORK AREA

As a Customer Experience Team Leader, you will play a key role in creating a seamless and inspiring customer journey by leading daily operations and supporting both customers and co-workers. Your responsibilities will include:

• Leading daily operations and responding to customer and co-worker needs to secure an efficient and seamless customer journey.
• Supporting complex customer interactions, including escalations, with professionalism, empathy and effective problem-solving.
• Ensuring co-workers are actively supported in their daily work, and developing, coaching and mentoring your team through performance reviews and on-the-job conversations.
• Supporting your manager with recruitment, training, retention, performance management, succession planning and competence development.
• Leading by example with exceptional customer service, integrity, compassion and efficiency as an ambassador of IKEA values.
• Taking ownership of Customer function action plan topics, proactively driving initiatives to achieve agreed goals.
• Supervising and supporting your team to ensure all processes are accurate, compliant and aligned with regulatory requirements.
• Collaborating with internal stakeholders to ensure smooth operations, streamline processes and continuously improve service delivery.
• Empowering your team by building knowledge, confidence, trust and motivation so they can support customers in the best possible way.

You are a people-focused leader who thrives in a fast-paced retail environment. You bring energy, structure and a genuine passion for customers and co-workers alike.

You will have:

• Proven experience in a leadership role within retail, a customer-facing environment, or a similar setting.
• Demonstrated experience leading a team (minimum 3 years) and delivering exceptional customer service.
• A customer-focused mindset, with the ability to balance operational performance and high-quality service outcomes.
• Highly developed communication, collaboration and organisational skills.
• A strong passion for understanding the customer journey and how you and your team contribute to a positive shopping experience.
• A leadership style that reflects the IKEA values, always leading by example.
• High energy and resilience - you enjoy the buzz of a dynamic retail environment.
• A proactive mindset, constantly seeking ways to simplify processes and reduce unnecessary costs.

We need people like you

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