Resolutions Team Leader-Customer Service Centre

Who you are

• Strong understanding of IKEA culture, values, and vision of creating a better everyday life for the many people.
• Solid knowledge of omnichannel customer interactions within Sales or Resolutions in a remote environment.
• Passionate about customer service, home furnishing, and improving customers’ life at home.
• Inspiring people leader with the ability to motivate, coach, and develop co-workers to achieve individual and team goals.
• Comfortable working in a dynamic, fast-paced, and result-driven retail environment.
• Skilled in building strong relationships, fostering togetherness, and creating a positive customer-focused culture.
• Confident in communication, conflict resolution, and problem-solving while leading with IKEA values.
• Good understanding of change management principles and ability to support teams through change initiatives.
• Strong analytical and decision-making skills with the ability to assess risks, improve quality, and drive performance improvements.
• Strong knowledge of customer communication across channels, IKEA tone of voice, and relevant Ingka systems and tools.
• Highly proficient in using data, systems, and digital tools to support operational excellence.
• Formal qualifications in Sales, Customer Service, or equivalent experience.
• Minimum 3 years of experience in a customer-facing contact centre environment with at least 1 year of leadership or people influencing experience.
• Fluent in English and the local language.

Your responsibilities

• Lead and inspire a high-performing remote team to deliver a seamless and exceptional customer experience across all remote channels.
• Create a motivating and inclusive work environment that strengthens customer focus and trust in the IKEA brand.
• Coach, support, and follow up on individual development plans to empower co-workers through trust, motivation, and competence development.
• Build strong business competence within the team while supporting succession planning and improving customer interaction quality.
• Evaluate adherence to defined ways of working for Generalists and Specialists and identify opportunities for behavioral and process improvements.
• Create, monitor, and follow up on team action plans to achieve business goals and performance targets.