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Meeting & Understanding Customers

Store Leader - Customer Operations & Food - Norwich

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  • Norwich, Norwich, United Kingdom
  • Food & Restaurant
  • Full time

Job Description

  • Job ID: 327848

  • Date posted: 04/03/2026



    • IKEA Norwich is one of our very exciting new LADA format Small Stores that aims to complement our omni channel approach. New format means new approach, an approach which requires new thinking and new solutions which means exciting new fantastic opportunities for our people!

    At IKEA Norwich, we believe in creating a better everyday life for the many people and that starts with delivering an outstanding in-store experience! We are looking for a process driven Store Leader or as we call it in IKEA, a Customer Meeting Point Team Leader who will lead key Customer-Facing and Operational areas across the whole store. You should have experience leading in either a large-scale food operation or a customer-focused function.

    As a store leader for customer operations and food, you will be overseeing and responsible for:
    - Leading our Customer Services to deliver our customer shopping experience. You will ensure smooth and efficient customer journey for the whole operation. Within our store customer services operation you will be responsible for:
    • Returns, checkout and handout of our click and collection operation.
    • The Recovery department, which deals with store readiness, reparation of stock and As-Is-Sales.
    - Leading our food team to deliver a taste of Sweden and a great customer experience showcasing that our food range is people & planet positive, healthy & delicious, affordable & convenient. You are responsible for driving food operational excellence and ensuring a commercial food experience.



    WHAT WE OFFER

    • The Start Date of employment will be discussed at interview
    • Starting salary of £31,940 per annum, based on competence and experience.
    • 39 Hours working 5 days per week including evenings and alternate weekends.
    • We can discuss flexibility to match your life and our business needs during the interview.


    WHAT YOU'LL NEED TO HAVE

    • You have an advanced knowledge of food production and food safety and have experience of working in a retail environment and food service business or a solid understanding of the customer journey through all channels with extensive knowledge of relevant customer relations processes, tools, working methods and relevant KPI’s
    • Good level of knowledge of cost and budget management including experience with scheduling in a fast paced and ever-changing retail environment.
    • Leadership experience in a fast-paced environment with the ability to prioritise and organise your own and others workload.
    • Business-minded with customers in focus to deliver results, ability to make quick decisions and take personal initiatives, open to change.
    • Leading others, you will have good communication skills that can enable building relationships with co-workers and customers.
    • Confidence to express ideas and opinions through effective interpersonal and communication skills to influence and build effective relationships across all levels.
    • Possess the skills needed to devise and implement action plans, set expectations, provide clear direction and follow up goals.
    • You have effective problem-solving and decision-making abilities, particularly when faced with operational challenges inherent to the retail industry.


    WHAT YOU'LL BE DOING DAY TO DAY

    Reporting to the Unit manager you will:

    • Ensure the operations of all food areas in the IKEA store operate in accordance with IKEA Quality and Food Safety requirements and other relevant legislation. You promote a safety-first culture where co-workers are encouraged to raise and discuss concerns and solutions.
    • Manage correct operational process to secure, product availability, food stock management, food quality and to minimise food waste.
    • Contribute to food business financial results through monitoring the department performance, identifying gaps and proposing and initiating improvements.
    • Securing an irresistible food offer by ensuring we secure quality at all times as well as an appealing range presentation.
    • Lead the daily operations and support co-workers in their daily work to secure an overall easy buying and returns experience. Ensure a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit.
    • Implement the global solutions, services and tools that support easy and fast check out, and a safe and secure working environment.
    • Ensure the efficient and cost-effective execution of the IKEA exchanges and returns policy and a friendly handling of complaints.
    • You develop a skilled team ensuring they have the correct knowledge about the services strategy and working routines for proper customer resolution.
    • With people at the heart of what you do, you will work with succession to identify talent,
    • Responsible for developing and implementing common operational framework, standards, plans, way of working, tools and KPI’s to deliver to the business goals and ensure a well-maintained department. Secure that daily operations within the Customer departments are compliant and operating within all regulatory guidelines.
    • Secure a skilled and efficient team, recognise and understand their contribution, identifying and developing the many talents within the department to secure succession planning. whilst ensuring you have the right number of competent co-workers in the right place at the right time.


    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, including those with disabilities, to join us, and feel valued in the workplace.

    Come see the wonderful workday where we create a better everyday life for the many


    RECRUITMENT PROCESS INFORMATION

    Let us know if you require any adjustments to be made during the interview process as soon as possible.

    • Please attach an updated CV and Cover letter with your application so we can get to know you better.
    • Successful candidates will be invited by email to attend a face to face interview and if successful may be required to attend a second stage interview.

    We understand not everyone will be successful, but we promise to keep you informed either way.

    Final offers of employment are contingent upon clear results in mandatory background checks. Backgrounds checks must be completed by all successful candidates. This role requires:

    • Medical questionnaire

    For any advice or support, email Jack.mcskeane@ingka.ikea.com and I will be happy to help!












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