Customer Experience Team Leader

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.

• 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)

• This is a permanent, full-time position 76 hours/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 will be required to obtain a Working with Children Check.

• As part of the recruitment process, shortlisted candidates will be invited to complete a video interview.

ABOUT THIS WORK AREA

As 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.

• 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 you

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