Remote Resolutions Manager

**Job ID**: 256232

**Date posted**: 10/09/2024

**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**

Working at IKEA has its benefits and rewards:

- 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
- 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)

Additional information:

- This role is Temporary (12 months), Full-time, 76hrs/fortnight.
- The location for the role is Service Office, Tempe NSW.
- Mobility support: Domestic relocation only.
- Applications close Tuesday 17 September 2024.
- If you are successful for this role, you will be required to obtain a National Police Check.

**About this work area**

As Remote Resolutions Manager your responsibilities will include, but are not limited to:

- Accountable for executing and adapting the Resolutions strategy to local prerequisites and drive country Resolutions in order to enable a proactive approach and convenient solutions to customers.
- Accountable for achieving country business goals thus meeting set business outcomes and enabling a customer-centric customer service.
- Initiate and lead in best practice Resolutions, by promoting and sharing resolutions knowledge and techniques across Remote Customer Meeting Point (RCMP)
- Participate and provide input to the RCMP Management Team with a continuous focus on driving the best customer and co-worker experience across all areas of the RCMP.
- Contribute with input to the RCMP country goal-setting process, in order to secure Resolutions perspectives are taken into account
- Lead, coach and develop the team, promoting individual growth and securing a high performing team of passionate experts.
- Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences are available to secure excellent customer interactions.
- Responsible for maintaining close cooperation with Customer function in service office in order to align on focus areas, improvement needs and ways of working.
- Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners.

As Remote Resolutions Manager you are:

- A passionate people leader with a solid understanding of resolutions services in a remote environment.
- Able to combine your knowledge of the resolutions process with an ability to identify drivers of customer satisfaction to contribute to business growth.
- An analytical person, who's always assessing risks and consequences to determine the best approach
- Able to influence and steer the business on key resolutions topics in collaboration with your RCMP Management team to drive continuous improvement.
- Strategic and operationally minded, with a solid commercial acumen to lead, secure and contribute to the local, Country and Global resolutions strategy.

**We need people like you**

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