Deputy Customer Support Centre Manager Peterborough, England
Job description
Who you are At IKEA it is so much more than a job. We are looking to welcome a Deputy Customer Support Centre Manager in our Peterborough or Sheffield Remote Customer Meeting Point. The Remote Customer Meeting Point is an integrated function combining Sales and Customer Resolutions to drive and enable sustainable, extraordinary growth in today’s omnichannel retailing system. Successful candidates will co-lead the Peterborough Remote Customer Meeting Point to drive sales growth and high customer satisfaction with an engaged and high performing team of co-workers. WHAT WE OFFER • Competitively salary starting from £70,000. • 39 hours weekly over 5 days, hybrid working from our IKEA Peterborough/Sheffield Unit for 3 days per week. 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 them and their family's everyday needs. •15% IKEA discount & iBenefits discount portal to help you save on other retailers • Private health care and dental support • 33 days annual leave with a Flexi Holiday Plan and flexible approach to time off to observe religious days throughout the year. • 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! WHAT YOU'LL NEED TO HAVE Do you have a passion for people, the ability to communicate, and an eagerness to see opportunities instead of problems? The ideal candidate will have a university degree in Business and Management or equivalent, with a minimum of 3 years’ experience in a senior leadership role, working in a Customer Support Centre or within a multichannel/retail organization. • Strong knowledge of strategic and tactical management of a customer support centre with an added focus on Sales and Resolution. • Proven expertise in driving performance of Contact Centre to improve customer, employee, and business outcomes. • Ability to achieve long term business objectives in a remote omnichannel environment. WHAT YOU'LL BE DOING DAY TO DAY Actively support the Country Remote Customer Meeting Point Manager to drive the best customer and co-worker experience across all areas of the RCMP. Responsible for aligning designated parts of country roadmap and global strategy to ensure local market relevance and to deliver the business goals. Lead, coach and develop managers by promoting individual growth and securing high performing passionate experts. Proactively contribute with RCMP perspective in Country Business Plan/Financial Planning processes to ensure RCMP is integrated into commercial agenda and an active contributor to the country Sales and overall customer experience. Responsible for communication and cooperation with assigned country support functions (e.g., People & Culture, Business Navigation, Digital, Real Estate) and Remote Partners to ensure integration and alignment to common priorities. 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 recognized 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, shortlisted candidates will be invited to an interview with the hiring managers and will receive information via email on interview preparation, date, and time. Third step, successful candidates will be invited to grandparent interview with the Country Commercial Manager, this may need to be taken in a 2 step approach (2 separate interviews). For any advice or support, email @ [email protected] and we’ll be happy to help! Come see things a little differently with us and be part of creating a better everyday life for the many.
