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Meeting & Understanding Customers

Customer Resolutions Team Leader

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  • Tempe, Australia
  • Customer Relations

Job Description

  • Job ID: 351971

  • Date posted: 24/06/2026

    • What you need to know

    • 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
    • 24/7 access to our Employee Assistance Program for health and wellbeing support
    • 15% Co-worker discount
    • Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
    • Free Co-worker parking
    • Free benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers).
    • Bonus programme (where eligible)
    • Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

    Additional Information:
    • Position type: Permanent, Full-time, 76hrs/fortnight (hybrid)
    • Internal job title: Remote Team Leader (within the Resolutions Department)
    • This role is based at IKEA Customer Service Office, Tempe, NSW
    • Working hours: availability required between 7:00am - 9:00pm (AEST) weekdays and alternating weekends

    About this work area

    As Customer Resolutions Team Leader your responsibilities will include, but are not limited to:
    • 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 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.



    As Customer Resolutions Team Leader you have:
    • The ability to deliver an exceptional customer experience by building and leading a high-performing, competent customer resolutions team that engages with customers in all channels.
    • Previous leadership experience, leading people and working within a team.
    • Strong time management skills. You can prioritise and delegate work for yourself and your team, ensuring organisational excellence.
    • A problem-solving mindset, with an attitude where no task is too difficult to overcome.
    • Previous experience working in a high volume, dynamic & fast paced environment.
    • Strong communication skills with the ability to adjust your communication style based on the platform or receiver.
    • Good knowledge of change management and understanding of key factors for a successful change initiative.
    • Proficiency in decision-making and taking responsibility for customer issues.

    We need people like you!

    At IKEA, work is so much more than a job. Come join us!
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