Job Details

Our team within IKEAAt 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 knowWorking 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* 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)Additional Information:* This is a permanent, full-time position (76 hours per fortnight).* The internal job title for this role is Customer Team Leader* Availability is required between 8:00am-10:00pm on weekdays, with alternating fortnightly weekend shifts (Saturday and Sunday).* The successful candidate may be required to obtain a Working with Children Check.About this work areaAs a Customer Experience Team Leader, you will play a key role in creating a seamless and inspiring customer journey by leading daily operations and supporting both customers and co-workers. Your responsibilities will include:* Leading daily operations and responding to customer and co-worker needs to secure an efficient and seamless customer journey.* Supporting complex customer interactions, including escalations, with professionalism, empathy and effective problem-solving.* Ensuring co-workers are actively supported in their daily work, and developing, coaching and mentoring your team through performance reviews and on-the-job conversations.* Supporting your manager with recruitment, training, retention, performance management, succession planning and competence development.* Leading by example with exceptional customer service, integrity, compassion and efficiency as an ambassador of IKEA values.* Taking ownership of Customer function action plan topics, proactively driving initiatives to achieve agreed goals.* Supervising and supporting your team to ensure all processes are accurate, compliant and aligned with regulatory requirements.* Collaborating with internal stakeholders to ensure smooth operations, streamline processes and continuously improve service delivery.* Empowering your team by building knowledge, confidence, trust and motivation so they can support customers in the best possible way.You are a people-focused leader who thrives in a fast-paced retail environment. You bring energy, structure and a genuine passion for customers and co-workers alike.You will have:* Proven experience in a leadership role within retail, a customer-facing environment, or a similar setting.* Demonstrated experience leading a team (minimum 3 years) and delivering exceptional customer service.* A customer-focused mindset, with the ability to balance operational performance and high-quality service outcomes.* Highly developed communication, collaboration and organisational skills.* A strong passion for understanding the customer journey and how you and your team contribute to a positive shopping experience.* A leadership style that reflects the IKEA values, always leading by example.* High energy and resilience - you enjoy the buzz of a dynamic retail environment.* A proactive mindset, constantly seeking ways to simplify processes and reduce unnecessary costs.We need people like youAt IKEA, work is so much more than a job. Come join us!