Customer Service Manager

4 weeks ago

Tempe, Australia Ikea Full time
About this role

We are seeking a highly motivated and experienced Customer Team Leader to join our team at IKEA. As a Customer Team Leader, you will be responsible for leading the daily operations and supporting co-workers in their daily work to ensure a positive and seamless customer journey.

Key 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.
  • 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 IKEA's 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.
Requirements
  • 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.
  • Previous experience leading a team in a fast-paced retail environment will be highly regarded.
About IKEA

At IKEA, work is so much more than a job. 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 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.

We offer a range of benefits, including 5 weeks Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more. We also offer 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).

This role is Permanent Full-time, 76 hrs/fortnight. The internal job title for this role is Customer Team Leader. This role is based on-site at IKEA Tempe, NSW. As our store operates 7 days a week, you must have the availability to work a rotating roster with a mix of day (from 8am) and evening (until 10pm) shifts. You also have the availability to work alternating weekend shifts (both Saturday and Sunday).

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