ALTERNANCE: SPECIALISTE DIVERSITÉ ET INCLUSION F/H

Job description

Who you are

At IKEA it is so much more than a job!

We are looking to welcome Senior Customer Service Advisers - Kitchen Services to our Peterborough Remote Customer Meeting Point (Contact Centre).

In the IKEA world, we call this position a Senior Resolution Generalist - Kitchen Services.

Our Senior Customer Service Advisers - Kitchen Services deal with inbound and outbound customer contacts via telephone, email contact, to our customers and Kitchen installation Partners to provide customers with a fantastic service during their kitchen installation journey.

Successful candidates will receive a conditional offer which will be subject to passing a Home Working Assessment in order for IKEA to agree and approve a safe and healthy working environment.

After completion on 3 months training the role will be a hybrid working arrangement split between our IKEA Peterborough and home (minimum 1 day per week in office)

Expected Starting Date: 30th October 2023

Interviews scheduled: week beginning 22nd September onwards

WHAT WE OFFER
• Competitive Salary starting from £22,557.
• 39 hours per week over 5 days out of 7 and every 2nd weekend, working from the office 1 day per week located at the Peterborough Remote Customer Meeting Point to be discussed during interview. Various shifts available between 07:00 – 20:00 hours.
• The role will include initial training (minimum of 3 months) and support during which we will need you to be on site full time to ensure you are happy, confident, and performing in the role.

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 them and their family's everyday needs.

• 15% co-worker discount & IBenefits discount portal helping you save £100’s on High Street retailers
• Free & Confidential Employee Assistance Program and Wellbeing Portal
• X3 Life Assurance, enhanced statutory pension contributions & interest free loans
• Flexi Holiday Plan
• Family Friendly childcare & wellbeing support
• Commitment to your development throughout your IKEA career, starting on your first day
• Free parking and free fruit/healthy snack option available every shift!

WHAT YOU'LL NEED TO HAVE
We are the ones meeting our customers – on the phone and online. Where others see problems, we see endless opportunities to fulfil our customers’ needs in this new era of remote meeting, allowing a seamless conversation whenever and wherever our customers want.

We are looking for self-thriving, problem solvers who aren’t shy to learn and work with multiple systems and tools. Prior experience working in customer support within Kitchen's role is desired.

• Previous customer service experience
• Excellent communication skills and a passion for customer resolution, demonstrate empathy with a confident telephone manner.
• Self-motivation with a drive to find the right solutions for our customers
• Resilience and the ability to remain calm under pressure
• Confidence and experience using IT with strong attention to detail
• Professionalism and an ability to work independently as part of a team-based structure
• Willingness to learn, grow and work within a changing environment

Preferred but not essential:
• Previous kitchen planning experience or a design background.
• Experience within Contact Centre.

WHAT YOU'LL BE DOING DAY TO DAY
IKEA Kitchen Services are a fast-moving, dedicated team focused on the needs of our customers and our co-workers and now, more than ever, our customers are choosing us to complete their dream kitchen project. Our vision is to create a better everyday life for the many people, and we will offer the very best level of service across all areas of our Kitchen Services teams.

• Meeting Contact Centre standards, KPIs and service levels
• Preventative Customer Resolution administration tasks
• Project manage the customer installation journey from point of purchase until successful completion of their installation service
• Manage service and product warranty claims to a successful resolution
• Engaging in daily Microsoft teams chats with your peers in order to provide and receive support
• Receiving ongoing coaching to enable you to meet and delight our customers
• Working with Microsoft Office 365, Customer Resolution management system and delivery systems.

RECRUITMENT PROCESS INFORMATION
If you have any special requirements during the interview process, please let us know as soon as possible.

First step, please attach an updated CV and cover letter to your application so we can get to know you better.
Second step, successful candidates will receive information about the next steps via email. You might be invited to complete a short video interview with pre-recorded questions, it only takes 2 minutes & can be done anytime & anywhere on a phone, laptop, or tablet. So just find a quiet spot and tell us why you would love to work for IKEA!
Third step, if successful, candidates 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.

WE CARE FOR THE PEOPLE
It takes the diversity of thought, background, and culture to make great ideas a reality. We welcome candidates from all walks of life to join us, where we feel valued for our uniqueness and recognised for our diverse talents.

IKEA reserves the right to close a job vacancy earlier than originally advertised.

For any advice or support, email @ lisa.cathcart@ingka.ikea.com and we’ll be happy to help!

It is through our people that we achieve business results, and we are always looking for values driven, hardworking and fun individuals to join our team. IKEA is proud to offer equal employment opportunities to all, living within our diverse local community.