RE-POST! Team Leader Customer Support Center, IKEA Taastrup (Head Office)

Job description

Who you are

We are looking for a Team Leader with strong leadership skills, who can balance different co-worker needs and would have a passion to motivate, coach, develop, and empowering a Resolution Team of 15-18 coworkers. The team consists of part-time and full-time coworkers, who handle inquiries from all IKEA DK´s customers via telephone, mail, and chat, while also having some managerial and administrative tasks.

You are a team player by nature, set the course, and reach the goals – in close collaboration with your team, team leader colleagues, and the management team. You have a broad knowledge of operations in a contact center environment and experience in omnichannel customer meetings – preferably within Resolution.

As we are currently in the process of a transformation, it is imperative, that you have a solid knowledge of change management, and understand the key factors for successful change. Due to our transformation, we change our Customer Support Center name to Remote Customer Meeting Point (RCMP).

You:

• challenge people to reach goals and KPI´s and it gives you the energy to be a part of a dynamic and result-driven retail environment.
• have general knowledge of the people planning and recruitment process and understand how to contribute to these
• are motivated to share and live the IKEA values and culture and you have a passion for home furnishing
• have excellent written and verbal skills in English and Danish
• Minimum 3 years of experience in a customer-facing role within a contact center
• Minimum 2 years of experience in leading and/or influencing co-workers

Your responsibilities

You will lead, coach, support, and develop your team of 15-18 coworkers.
You will have 12 Team Leader / Leader trainee colleagues and report to the Remote Resolution Manager.
In the Remote Customer Meeting Point (RCMP), you will be a colleague to just below 200 competent and engaged colleagues, whose main purpose is to create extraordinary customer experiences and meet the customers´ needs of today and tomorrow.

In this role, you will:
• Lead, coach, and follow up on individual development to empower team members, through knowledge, trust, and motivation, thus building business competence, securing succession, and enhancing the quality of the customer meeting.
• Ensure that routines and information are updated to guarantee the productivity and quality of individuals and teamwork.
• Contribute to building the team's competence, supporting, and training employees in accordance with the agreed development plans.
• Participate actively in the recruitment processes for new employees.
• Monitor the results (KPI’s) of the section and of the employees individually.
• Ensure strong cooperation between the remaining areas of the Customer Support Center and the other units of IKEA DK.

About this work area

At IKEA our mission is to help the many people live better everyday lives. We are committed to making IKEA more accessible, affordable, and sustainable, in everything we do.
As the result of the Customer Support Transformation, we are now implementing the Remote Customer Meeting Point (RCMP) – an integrated part of the new IKEA omnichannel retailing. Thereby meeting the demands of our customers and allowing them to choose how, when, and where they wish to meet us.

Questions and support? Let's connect!

In this role, you’ll be reporting to the Remote Resolution Manager, Marianne Kortbæk, so if you have job-specific questions, please contact her at marianne.kortbaek@ingka.ikea.com.
For questions regarding the recruitment process, please contact Senior Recruiter Mette Forsberg at mette.forsberg@ingka.ikea.com.

Please notice that we do not receive applications any other way than through our recruitment system.

OTHER INFORMATION

• You will be on an individual, flexible contract for 37 hours per week.
The opening hours in the Team are Monday – Friday 9-20 and weekends 9-18.
• Salary within IKEA’s salary policy based on your competencies and including pension.
• We have various benefits such as Health insurance, massage, canteen, staff discount, discounts club with external partners, yearly gift, bonus, etc.
• Start date: 1st of September 2022.

As we are moving into omnichannel retailing, all coworkers wear IKEA uniforms, as we meet our customers in all channels and represent IKEA as a selling and resolution unit.