Customer Services Team Leader
4 weeks ago
At IKEA, it is so much more than a job.
We have a fantastic opportunity for a Customer Services Team Leader at our Exeter store on a full-time, permanent basis. This is an exciting opportunity for someone with experience leading teams and resolving customer issues, and you will be joining a great team
Scheduled closing date: 15 January 2023.
Planned starting date: 04 and 05 February 2023.
WHAT WE OFFER
- This is a benchmarked, salaried role.
- 39-hour contract working 5 days over 7, which includes one in two weekends.
- Working hours will include early mornings, late evenings, and weekends. Full availability to meet operational and business needs is required.
- Flexibility on availability to be discussed during interviews.
WORKING WITH US HAS ITS REWARDS
Our co-workers bring unique ideas and talent to work every day, and we offer a variety of benefits that suit their and their family's everyday needs.
- Affordable breakfast, lunch and dinner options (including free healthy meals), as well as snacks and desserts in our staff restaurant.
- 15% staff discount on all of our IKEA products and access to our Discounts Portal to help you save £100s on high street retailers.
- Free on-site co-worker parking at our IKEA store.
- We provide you with our lovely IKEA uniform and all the tools you need to work with us.
- Holiday on Christmas Eve and Christmas Day, as well as an end of year present.
- A wide range of family-friendly policies and benefits, including generous annual leave.
- Commitment to your development at IKEA starting from day one.
- Free and confidential Employee Assistance Program and Wellbeing Portal.
- Life Assurance, enhanced statutory pension contributions, and interest free loans.
WHAT YOU'LL NEED TO HAVE
- Experience leading a team within a fast-paced, customer-facing environment.
- Confidence in your in decision-making skills, and ability to resolve escalated customer issues and disputes in a diplomatic way.
- Ability to carry yourself in a professional way, and communicate in a calm, patient and clear manner.
- Leadership experience, and an ability to prioritise and organise work and the work of others in order to make the most efficient use of time.
- Emotional resilience and ability to handle difficult situations in a calm and assertive manner
- Ability to explain daily operating procedures and/or ideas to your co-workers in a way that is simple and easy to understand.
WHAT YOU'LL BE DOING DAY TO DAY
- This role focuses predominantly on the services side of our function. There is a focus here on product returns, customer services and disputes, click and collect and home delivery.
- Always being available to deal positively and quickly with issues raised by customers, thereby supporting my co-workers when they cannot resolve a need.
- Empowering co-workers through knowledge, confidence, trust, authority and motivation so they are always ready to support customers in the best way possible.
- Following up on the department action plan and taking action to ensure we are continually focused on achieving the agreed goals.
- Leading by example in terms of customer focus, co-operation with other departments, simplicity and giving and taking responsibility to optimise our customers’ experience.
- Diplomatically handling challenging or stressful situations with customers, providing clear and prompt support in line with IKEA's Values.
WE CARE FOR THE PEOPLE
RECRUITMENT PROCESS INFORMATION
If you have any special requirements during the interview process, please let us know as soon as possible.
Second step: If successful, you will be invited to an interview with one of our hiring managers.
Come see things a little differently with us and be part of creating a better everyday life for the many.
IKEA reserves the right to close a job vacancy earlier than originally advertised.
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