Customer Service Team Leader - Contact Centre Peterborough, England
Job description
Who you are At IKEA, it is so much more than a job. We are looking to welcome Customer Service Team Leaders within our IKEA Peterborough Remote Customer Meeting Point on a permanent, full-time. Successful candidates have the opportunity to work from home 2 days per week after completing training and subject to passing homeworking assessments. In the IKEA world, we call this position a Resolutions Team Leader. Start Date: to be discussed during interviews Interviews: 10th April onward WHAT WE OFFER • Competitively salary starting from £27,000 • 39 hours working 5 days out of 7 with 1 out of 3 weekends; required to work a minimum of 3 days from the Peterborough Remote Customer Meeting Point. Our customers love to interact with IKEA in many ways and connecting with our customers remotely has never been more important to us. To meet the customers demand of more accessible support, as part of our new remote customer meeting point, you will play a pivotal role to ensure a seamless, effortless, and enjoyable customer experience always. WORKING WITH US HAS ITS REWARDS Our co-workers bring unique ideas and talent to work every day and we offer a variety of benefits that suit their and their family's everyday needs. • 15% IKEA discount & iBenefits discount portal to helping you save on other retailers• Private health care and dental support• 33 days annual leave – choose and plan your holidays when you need them• Celebrate each year with an end of year gift• Free & Confidential Employee Assistance Program and Wellbeing Portal • X3 Life Assurance, enhanced statutory pension contributions & interest free loans • Family & childcare support policies • Free parking, paid breaks and free fruit/healthy meal option available every shift! At IKEA our mission is to help the many people live better everyday lives in their homes, in their communities and on this planet we all call home. We are committed to making IKEA more accessible, affordable, and sustainable in everything we do. WHAT YOU'LL NEED TO HAVE • Minimum 3 years of experience in a customer-facing role • Minimum 2 year experience in leading and/or influencing co-workers • Strong knowledge of how to motivate, evaluate, coach and empower co-workers at all levels as well as to create togetherness within teams. • Deep understanding of the leadership styles needed to balance different needs among co-workers. • Passion for leading others and feeling energised by developing and challenging people to reach individual goals. • Good knowledge of change management and understanding of key factors for a successful change initiative. • Broad knowledge of the Contact Center business and the omnichannel customer meeting point. • Motivated to work in a dynamic and result-driven retail environment with a high level of data/computer proficiency. • Candidates are required to be within 1 hour commute of the office as part of location principles. What you will be doing day to day • Create an inspiring and motivating work environment to build a committed team with a strong customer-focused mindset based on pride in the work and securing a great remote customer experience and trust in the IKEA Brand. • Evaluate adherence to defined ways of working to support your team and to identify performance improvement areas in processes and behaviours. • Motivating self and others by sharing and living the IKEA culture and values • Contributing to IKEA business plan and goals. • Lead, coach and follow up individual development to empower team members through knowledge and trust, building business competence, securing succession, and enhancing the quality of soft skills in each customer interaction • Ensure hiring, onboarding and training of co-workers is performed according to standards in order to secure the competence of co-workers. 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 to join us, where we feel valued for our uniqueness and recognised for our diverse talents. RECRUITMENT PROCESS INFORMATION If you have any special requirements during the interview process, please let us know as soon as possible. First step, please attach an updated CV and Cover Letter with your application so we can get to know you better. Second step, if successful you will be invited to an interview with one of our hiring managers. Come see things a little differently with us and be part of creating a better everyday life for the many. For any advice or support, email Lisa - [email protected] and we’ll be happy to help!
