Remote Resolutions Manager

Candidate profile (title) Our team within IKEA

Candidate profile (text) – Default language 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 responsibilities (title) What you need to know

Key responsibilities (text) Working at IKEA has its benefits and rewards:

• 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
• 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)

Additional information:

• This role is Temporary (12 months), Full-time, 76hrs/fortnight.
• The location for the role is Service Office, Tempe NSW.
• Mobility support: Domestic relocation only.
• Applications close Tuesday 17 September 2024.
• As part of the recruitment process this role requires a pre-employment check for final candidates.
• If you are successful for this role, you will be required to obtain a National Police Check.

Team vision ( title) About this work area

Team vision (text) As Remote Resolutions Manager your responsibilities will include, but are not limited to:

• Accountable for executing and adapting the Resolutions strategy to local prerequisites and drive country Resolutions in order to enable a proactive approach and convenient solutions to customers.
• Accountable for achieving country business goals thus meeting set business outcomes and enabling a customer-centric customer service.
• Initiate and lead in best practice Resolutions, by promoting and sharing resolutions knowledge and techniques across Remote Customer Meeting Point (RCMP)
• Participate and provide input to the RCMP Management Team with a continuous focus on driving the best customer and co-worker experience across all areas of the RCMP.
• Contribute with input to the RCMP country goal-setting process, in order to secure Resolutions perspectives are taken into account
• Lead, coach and develop the team, promoting individual growth and securing a high performing team of passionate experts.
• Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences are available to secure excellent customer interactions.
• Responsible for maintaining close cooperation with Customer function in service office in order to align on focus areas, improvement needs and ways of working.
• Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners.

Let’s connect Who you are

Let´s connect As Remote Resolutions Manager you are:

• A passionate people leader with a solid understanding of resolutions services in a remote environment.
• Able to combine your knowledge of the resolutions process with an ability to identify drivers of customer satisfaction to contribute to business growth.
• An analytical person, who’s always assessing risks and consequences to determine the best approach
• Able to influence and steer the business on key resolutions topics in collaboration with your RCMP Management team to drive continuous improvement.
• Strategic and operationally minded, with a solid commercial acumen to lead, secure and contribute to the local, Country and Global resolutions strategy.

Local section (title) We need people like you!

Local section (text) At IKEA, work is so much more than a job. Come join us!

Read Full Description