Checkout Services Team Leader

Ikea Ab; Bengaluru; On-site; INR 480,000 - 640,000; Full time

Job summary

IKEA is hiring a Checkout Services Team Leader in Bengaluru to ensure fast, efficient and friendly checkout experiences while supporting the team and the business.

You will lead checkout co-workers, ensure the area is prepared, plan staffing based on customer flow, monitor queues, resolve issues, and coach teammates to continually improve the shopping experience in line with IKEA values.

Qualifications

• Experience in checkout services or retail or customer-focused service environment.
• Ability to plan staffing according to customer flow and business needs.
• Customer-first mindset with the ability to respond to customer needs.
• Good communication skills and adaptability across different people.
• Confidence in decision-making and solving customer or operational issues.
• Strong organizational skills and ability to prioritise own work and others.
• Computer proficiency and ability to read/write English.
• Collaborative approach to work with colleagues across functions.

Responsibilities

• Lead and support checkout co-workers to deliver a positive payment experience for every customer.
• Ensure the checkout area is well maintained, properly equipped and ready throughout the day.
• Make sure the right number of co-workers are in the right place at the right time, based on customer flow.
• Monitor queues and waiting times and take appropriate action to maintain agreed service levels.
• Support co-workers in resolving customer issues and handle escalated customer needs quickly and positively.
• Ensure accurate payment handling and compliance with cash-handling and security procedures.
• Coach and develop checkout co-workers, building their knowledge, confidence and ability to support customers.
• Use customer feedback and operational insights to identify improvements and improve the overall shopping experience.
• Work with the manager and other functions to identify root causes of recurring problems and implement better ways of working.
• Contribute to checkout action plans and take ownership of agreed activities and targets.
• Monitor daily and weekly service performance and take action when results are below expectations.
• Support cost-effective ways of working while balancing business needs with customer satisfaction.
• Act as a role model for IKEA values and contribute to a positive and collaborative team culture.

Skills

Checkout experience

Customer focus

Team leadership

Communication

Decision making

Analytical skills

Problem solving

Staff planning

Collaboration

Job description

Who you are

We are looking for a motivated and customer-focused leader who is passionate about creating a great shopping experience and developing people. You enjoy working in a fast-paced retail environment and are confident in making decisions, prioritising tasks and supporting your team.

You bring:

• Experience in checkout services, retail or a customer-focused service environment.
• Strong ability to organise and prioritise your own work and the work of others.
• Ability to plan staffing according to customer flow and business needs.
• A customer-first mindset with the ability to understand and respond to customer needs.
• Good communication skills and the ability to adapt your communication style to different people.
• Confidence in making decisions and solving customer or operational issues.
• Good analytical and problem-solving skills.
• Computer proficiency and the ability to read and understand written English.
• A collaborative approach and the ability to work effectively with colleagues across different functions.

Your responsibilities

As a Checkout Services Team Leader, you will be responsible for ensuring a fast, efficient, accurate and friendly checkout experience for our customers while supporting the business and your team.

You will:

• Lead and support checkout co-workers to deliver a positive payment experience for every customer.
• Ensure the checkout area is well maintained, properly equipped and ready throughout the day.
• Make sure the right number of co-workers are in the right place at the right time, based on customer flow.
• Monitor queues and waiting times and take appropriate action to maintain agreed service levels.
• Support co-workers in resolving customer issues and handle escalated customer needs quickly and positively.
• Ensure accurate payment handling and compliance with cash-handling and security procedures. Conduct daily spot checks to ensure proper payment and operational accuracy.
• Coach and develop checkout co-workers, building their knowledge, confidence and ability to support customers.
• Use customer feedback and operational insights to identify improvements and improve the overall shopping experience.
• Work with the manager and other functions to identify root causes of recurring problems and implement better ways of working.
• Contribute to checkout action plans and take ownership of agreed activities and targets.
• Monitor daily and weekly service performance and take action when results are below expectations.
• Support cost-effective ways of working while balancing business needs with customer satisfaction.
• Act as a role model for IKEA values and contribute to a positive and collaborative team culture.

Together as a team

Where others see home furnishing products, we see smart solutions to create a better everyday life. With a great deal of passion, imagination and brainstorming we turn colours, textiles and furniture into inspiring environments that excite, engage and convince IKEA visitors that they can do it too

Studies show that members of underrepresented communities don't apply for jobs unless they're 100% 'qualified'. If this is part of the reason you hesitate to apply, we like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application.

From: 'Why Women Don't Apply for Jobs Unless They're 100% Qualified' by Tara Sophia Mohr, August 2014'