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Customer Experience Team Leader

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  • Majura, Australian Capital Territory, Australia
  • Customer Relations

Descizione del ruolo

  • ID dell'offerta: 364385

  • Data della pubblicazione: 09/09/2026

    • Our team within IKEA

    At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

    We are guided by our cultures & values, creating a great place to work.
    We stand for equality, diversity and inclusion.
    We care about people & planet and promote health & wellbeing.
    We nurture your development and provide career opportunities to unlock your potential.

    What you need to know

    Working at IKEA has its benefits and rewards:
    • 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
    • Co-worker uniform provided
    • Free Co-worker parking
    • Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
    • Bonus programme (where eligible)
    • Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

    Additional Information:
    • This is a permanent, full-time position 76 hours/fortnight
    • The internal job title for this role is Customer Team Leader
    • Availability is required between 8:30am-9:00pm on weekdays, with alternating fortnightly weekend shifts (Saturday and Sunday).
    • The successful candidate will be required to obtain a Working with Children Check.
    • As part of the recruitment process, shortlisted candidates will be invited to complete a video interview.

    About this work area

    As a Customer Experience Team Leader, you will play a key role in creating a seamless and inspiring customer journey by leading daily operations and supporting both customers and co-workers. Your responsibilities will include:

    • Leading daily operations and responding to customer and co-worker needs to secure an efficient and seamless customer journey.
    • Supporting complex customer interactions, including escalations, with professionalism, empathy and effective problem-solving.
    • Ensuring co-workers are actively supported in their daily work, and developing, coaching and mentoring your team through performance reviews and on-the-job conversations.
    • Supporting your manager with recruitment, training, retention, performance management, succession planning and competence development.
    • Leading by example with exceptional customer service, integrity, compassion and efficiency as an ambassador of IKEA values.
    • Taking ownership of Customer function action plan topics, proactively driving initiatives to achieve agreed goals.
    • Supervising and supporting your team to ensure all processes are accurate, compliant and aligned with regulatory requirements.
    • Collaborating with internal stakeholders to ensure smooth operations, streamline processes and continuously improve service delivery.
    • Empowering your team by building knowledge, confidence, trust and motivation so they can support customers in the best possible way.



    You are a people-focused leader who thrives in a fast-paced retail environment. You bring energy, structure and a genuine passion for customers and co-workers alike.
    You will have:
    • Proven experience in a leadership role within retail, a customer-facing environment, or a similar setting.
    • Demonstrated experience leading a team (minimum 3 years) and delivering exceptional customer service.
    • A customer-focused mindset, with the ability to balance operational performance and high-quality service outcomes.
    • Highly developed communication, collaboration and organisational skills.
    • A strong passion for understanding the customer journey and how you and your team contribute to a positive shopping experience.
    • A leadership style that reflects the IKEA values, always leading by example.
    • High energy and resilience - you enjoy the buzz of a dynamic retail environment.
    • A proactive mindset, constantly seeking ways to simplify processes and reduce unnecessary costs.

    We need people like you

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