Customer Resolutions Team Leader

IKEA; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

5 weeks paid annual leave

Parental leave

Employee assistance program

15% coworker discount

Uniform provided

Free coworker parking

Novated leasing

Fitness Passport

Job summary

IKEA in Tempe, NSW, is seeking a Remote Team Leader to lead a high-performing customer resolutions team across channels, delivering fast and easy customer experiences.

You will coach and develop staff, manage shifts including 8:00am–8:30pm on weekdays with alternating weekend shifts, and drive customer-centric service while collaborating with stakeholders to improve processes.

Qualifications

• Proven leadership in customer service teams.
• Experience coaching and developing staff.
• Strong communication across channels.

Responsibilities

• Lead a high-performing customer resolutions team across all channels.
• Coach and motivate team to deliver exceptional service.
• Manage shifts and priorities to ensure fast, quality customer experiences.

Skills

Leadership

Customer service

Coaching

Conflict resolution

Communication

Change management

Time management

Tools

CRM

Job description

Our team within IKEA

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.

What you need to know

• 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

• 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.