Job Overview
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.
Location: Sydney (Tempe)
Employment type: Full Time Permanent
Department: Customer Relations
Deadline: 2026-05-29
Candidate Profile
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.
Key Benefits
* 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)
Team Vision – 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 productive 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.
Qualifications & Experience
* 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 robust 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 workplace.
* A proactive mindset, constantly seeking ways to simplify processes and reduce unnecessary costs.
Additional Information
* This is a permanent, full‐time position (76 hours per fortnight).
* The internal job title for this role is Customer Team Leader.
* Availability is required between 8:00am–10:00pm on weekdays, with alternating fortnightly weekend shifts (Saturday and Sunday).
* The successful candidate may be required to obtain a Working with Children Check.
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