Customer Support Centre Team Leader

Who you are

You are a values-based leader that will help us secure our future growth in our Customer Support Centre Resolutions function. You drive an exceptional customer experience by building and leading a high-performance team. This happens through inspirational and empowering IKEA leadership, with focus on enabling your coworkers’ abilities to perform their remote customer-facing tasks in the best possible way. You promote positive, inspiring, and motivating working environment, consider challenges as possibilities - always with IKEA values at heart. There is a strong “can do” attitude in you and you spot and act swiftly on any deviations. You will be available to work a mixture of shifts which include, morning, afternoon and late nights, as well as every second weekend (both Saturday and Sunday).

We believe your backpack consists of:

- The ability to deliver an exceptional customer experience by building and leading a high-performing, competent team in customer resolutions that engage with customers in all channels.
- Experience and confidence in a role leading people and working within a team
- Ability to prioritise and organise work and the work of others to make the most efficient use of the time available
- Previous experience working in a high volume, ever changing & fast paced environment
- Strong communication skills with the ability to adjust the communication style based on the platform or receiver
- Good knowledge of change management and understanding of key factors for a successful change initiative
- Confidence in decision-making and taking responsibility for customer issues.

**Your responsibilities**

Your role will be to work collaboratively within our operations team whilst leading, coaching, and motivating your own team of co-workers so that they are knowledgeable, competent, and inspired to provide exceptional customer service. You will support IKEA to exceed our customer expectations by securing a fast and easy customer experience through delivery of high performance, efficiency,

and quality contacts in the different remote customer meeting points. You are a problem solver, who can handle conflict and give constructive feedback. You will be instrumental in refining and updating working processes and will be proactive in building relationships with stakeholders to secure customer at heart. You will understand the needs of our customers and be confident in supporting their needs before, during and after their shopping journey.

**Together as a team**

As part of the leadership team, you will be required to participate on a rotating roster as duty manager for the Customer Support Centre and at times make decisions for the customer to secure a resolution. We aren’t your average contact centre; we are a dynamic environment which is constantly evolving which means change is a part of your everyday. The Customer Support Centre is a high volume, fast paced contact centre environment where communication, teamwork and a "can-do" attitude are key to success. This is an exciting time to join a unit that is growing and developing daily in our journey to

become a leading omnichannel retailer.

We offer many benefits at IKEA other than just having the opportunity to work for a global company Along with a focus on your personal and career development goals and being a part of an inclusive culture driven by values, you will be entitled to great initiatives including competitive salaries, 5 weeks of annual leave, paid Parental leave, Family & Community leave, Co-worker discount, subsidised meals in our Co-worker Restaurant, Bonus program, full training and inductions, free parking and our TACK long-term loyalty programme that will strengthen your retirement benefits.

Additional information

This opportunity is permanent full time 76 hours per/fortnight. The location for this role can be RCMP Adeliade or RCMP Tempe.