Customer Resolutions Team Leader – Hybrid (Tempe, NSW)

About the role

Join IKEA’s Customer Service Office in Tempe as a Customer Resolutions Team Leader. You will lead a high‑performing team that delivers fast, friendly, and effective support across all customer channels, ensuring a seamless shopping experience.

Key responsibilities

• Lead, coach and motivate a team of co‑workers to achieve service excellence.
• Maintain up‑to‑date product and process knowledge so the team can resolve enquiries efficiently.
• Handle escalated conflicts, provide constructive feedback and drive continuous improvement of workflows.
• Collaborate with internal stakeholders to embed a customer‑centric mindset throughout the organisation.
• Monitor performance metrics and ensure compliance with service standards.

Required profile

• Proven leadership experience in a fast‑paced, high‑volume environment.
• Strong time‑management and delegation abilities.
• Problem‑solving mindset with confidence to tackle complex issues.
• Excellent communication skills, adaptable to different platforms and audiences.
• Understanding of change‑management principles and decision‑making responsibility.

Required skills

What we offer

• 5 weeks paid annual leave plus parental, family & community leave.
• 24/7 Employee Assistance Program for health and wellbeing.
• 15% co‑worker discount and low‑cost nutritious meals with complimentary drinks.
• Free parking and benefits membership for savings on everyday expenses.
• Bonus programme and loyalty contribution to superannuation where eligible.