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Klanten Ontmoeten en Begrijpen

Team Leader For Remote Customer Meeting Point (Contact Center)

Solliciteer
  • Espoo, Etelä-Suomen Lääni, Finland
  • Klantenservice
  • Fulltime

Vacature omschrijving

  • Job ID: 326779

  • Publicatiedatum: 26/01/2026

    • Who you are

    We are looking for a competent, results-driven team leader for our Remote Resolution team in IKEA Remote Customer Meeting Point where we meet our customers every day through many different channels: chat, phone, e-mail, and social media. The most important goal of handling contacts is customer satisfaction and supporting sales.

    We have one full-time fixed term vacancy until 31.8.2026 starting at the beginning of March or April.

    You see things a little differently. So do we. We believe that your values are more important than your CV. We offer positions that challenge your skills and inspire you to grow.

    You drive an exceptional customer experience by building and leading high performance Remote Resolutions General Team, reporting to Remote Resolutions Manager. This happens through inspirational and empowering IKEA leadership with a focus on enabling your team members’ ability to perform their remote customer-facing tasks in the best possible way. You are self-driven and have an entrepreneurial mindset to continuously improve the business, through LEAN lenses, in order to secure a better everyday life both for our customers and co-workers.

    You promote a positive, inspiring, and motivating working environment, consider challenges as possibilities – always with IKEA values at heart. There is a strong “can do” attitude in you, and you spot and act swiftly on any deviations.

    We believe your backpack consists of:
    1-3 years customer service team leader or similar team leader role experience
    Passion to take responsibility to lead remote resolution team and the daily operational situation
    General knowledge of the leadership styles to balance different needs among co-workers
    Basic knowledge of the people planning process and the recruitment process as well as understanding how to contribute to these
    Good knowledge of change management and understanding of key factors for a successful change initiative
    Strong communication and interpersonal skills combined with ability to practice inspirational IKEA leadership for co-workers with different competences and needs
    Strong knowledge of how to motivate, evaluate, coach, and empower co-workers individually as well as to create togetherness within teams
    Good IT-Skills, you are able to use different Microsoft tools fluently at daily work
    Fluent language skills both in Finnish and English

    This is our wish list. If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us. Most importantly, you have a real desire to help customers and exceed their expectations.

    What you'll be doing day to day

    As a Team Leader, you lead and manage the Remote Resolutions Team and its operations and the personnel of about 12-15 co-workers. Your team handles resolution contacts by phone, chat and email with the goal of solving the contacts in a good and effective way. You will act as a coach and a source of support, ensuring your team has the knowledge, motivation, and tools they need to succeed while fostering a work environment built on trust and togetherness.

    ✔️ Together with the team, you focus on putting the customer first in everything you do. The goal is to exceed the customer expectations on a daily basis and to make contacting us as easy as possible for the customers.
    ✔️ You will actively participate in the development of the unit’s operating methods and work closely with other stakeholders.
    ✔️ You take ownership of ensuring great customer experience by creating, monitoring, and following up team action plans to reach set goals. For example, our goals can be happy customer score, eNPS and waiting times.
    ✔️ You are responsible for developing your team on both team and individual level and organizing planned and mandatory trainings.
    ✔️ Creating an environment of trust by encouraging open, constructive, honest, two-way feedback with your team and other colleagues while providing an inspiring and motivating direction.

    Together as a team

    At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!

    Apply now!

    Main working place is located in the Remote Customer Meeting Point in Espoo Leppävaara. We work partially remotely, max 40% of working time. In this role your main working hours are between 8-20, including some evening and weekend shifts.
    You can apply by clicking the “Apply now” button and by attaching an updated CV with your application and salary request latest on 8.2.2026, so we can get to know you better.

    We will communicate about the progress of recruitment via email. We are interviewing the applicants during the weeks 6, 7 and 8. The interview includes a pre-task, which we will send by email right after the interview invitation.

    For more information about the position, please contact Remote Resolutions Manager Lassi Tuomikoski: lassi.tuomikoski@ingka.ikea.com

    IKEA as an employer

    The world needs more people like you. So do we. Come to work with us just as you are.

    Working at IKEA is more than just a job – with us you are part of an equal and diverse working community. A sense of belonging is important to our employees, and team spirit is at the heart of what we do. IKEA offers a variety of career paths and opportunities to develop yourself in roles that are right for you. We give you the opportunity to bring your ideas to the table to help us develop our work, and to create new IKEA success!

    You get to enjoy many comprehensive IKEA co-worker benefits in addition to your salary, such as flexible Smartum Saldo, staff discount on our products, Edenred lunch benefit, One IKEA Bonus Program, presents on special days & Christmas and much more!
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