Experienced Customer Service Team Lead

2 days ago

Tempe, Australia Ikea Full time
Job Summary:

We are seeking an Experienced Customer Service Team Lead to join our team at IKEA Tempe, NSW. As a key member of our leadership team, you will be responsible for leading daily operations and supporting co-workers in their daily work to ensure a positive and seamless customer journey.

About This Role:

This is a Permanent Full-time role, with a rotating roster that includes day (from 8am) and evening (until 10pm) shifts, as well as alternating weekend shifts. You will be required to work 76 hours per fortnight.

Your Responsibilities:

- Lead the daily operations and support co-workers in their daily work to secure a positive and seamless customer journey.
- Optimise the productivity of the team by leveraging workforce management.
- Engage and motivate the team to use their knowledge and skills to achieve department goals by setting clear objectives and providing regular feedback and recognition.
- Ensure co-workers are actively supported in their daily work and you actively develop, coach and mentor your team through set reviews and on the job conversations (10-15 direct reports).
- Support your manager in managing the recruitment, retention, performance management, succession planning and competence development of the team.
- Listen to our customers, support them with a customer-centric attitude based on IKEAs values and always aiming to be an ambassador for the IKEA Customer Meeting Point.
- Follow up on the department Customer action plan and taking a proactive approach to ensure we are continually focused on achieving the goals.

What We're Looking For:

- Prior experience in a leadership role in a Customer Service environment with a proven history of coaching teams and managing performances.
- Excellent communication skills with the ability to communicate effectively with customers and stakeholders.
- Passionate about understanding the customer journey, and how you and your team support in creating a positive shopping experience for our customers.
- Driven to thrive in a multi-faceted, fast-paced environment where you are relentless about delivering the best outcomes for co-worker, customer, and business.
- Excellent organisational skills, with the ability to manage fluctuating workloads and conflicting priorities to achieve set KPIs.
- Ability to think creatively and bring fresh ideas to existing business practices with a focus on continuous improvement.
- Advanced computer literacy skills (MS Office Suite) and availability to learn new IT systems/tools.

What We Offer:

- A competitive salary of $85,000 - $100,000 per annum, depending on experience.
- 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).

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