Customer Service Team Leader

Job ID: 282313

Date posted: 13/03/2025

• Working collaboratively within our operations team whilst leading, coaching, and motivating your own team of co- workers.
• Ensuring your team are knowledgeable, competent, and inspired to provide exceptional customer service.
• Supporting IKEA to exceed our New Zealand customer expectations by securing a fast and easy customer experience. You will facilitate this through delivery of high performing, efficient, and quality contacts in the different remote customer meeting points.
• Handling conflict and providing constructive feedback. You will be instrumental in refining and updating working processes and will be proactive in building relationships with stakeholders to secure customer centricity.
• Understanding the needs of our customers and have the confidence to support all their needs throughout their shopping journey at IKEA.
• Demonstrate high leadership capabilities by leading the business through people and making things happen with flexibility, speed, and simplicity.
• Be a thoughtful decision-maker, focusing on performance and delivery while continuously learning and developing.

• At least 3 years’ experience as a manager or supervisor in a call centre or equivalent role.
• Highly developed communication and organisational skills.
• Passionate about understanding the customer journey, and how you & your team support in creating a positive shopping experience for our customers.
• Driven to thrive in a multi-faceted, fast paced environment where you are relentless about delivering the best outcomes for customers and business.
• You have an energetic leadership style; you thrive on the buzz you get from fast paced environment.

• This role is permanent full time.
• This role will be a hybrid working environment, you will be required to be able to work from home for some shifts per fortnight and also work from IKEA’s external warehouse. Your team of co-workers will also have a hybrid working environment. You will need to have a private space to be able to work and a suitable internet connection. Your team of co-workers will also have a hybrid working environment.
• As the unit operates 7 days per week, you must have the availability to work a rotating roster with a mix of day and evening shifts. You also have the availability to work alternating weekend shifts. The units' operational hours are from 8am-9pm.
• Internal role title is Remote Team Leader