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LocationSydney (Tempe)
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Employment typeFull Time Permanent
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DepartmentCustomer Relations
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Deadline2026-07-08
Customer Resolutions Team Leader
"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.
A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself."
Candidate profile (title)
What you need to know
Candidate profile (text) - Default language
• 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
• 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
Key responsibilities (title)
About this work area
Key responsibilities (text)
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.
• 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.
Let's connect
Who you are
Let´s connect
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.
• 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.
Local section (title)
We need people like you!
Local section (text)
At IKEA, work is so much more than a job. Come join us!
Why you will love us
From the deep forests in Sweden, we have spread our culture and values around the world. At the heart of our offer are our beautiful home-furnishing products and solutions, made with care for our planet, reaching millions of customers.
At the heart of our business, are our wonderful co-workers representing diversity in all dimensions and passionate for life at home. We all contribute with our uniqueness and we want to grow and develop together.
Our vision, “to create a better everyday life for the many people” inspires and guides us in everything we do. This is IKEA.
What we all have in common
- Living our values
- Being your unique self, while respecting and including others
- A passion for home furnishing
- Performing & delivering while learning & developing
- Having fun!