Job Description

Overview Of The Role:
The Resolution Group Leader ensures a seamless customer journey by offering an inspiring and rewarding customer experience for non-face-to-face contacts, focusing on fast and easy support to build trust in the IKEA Brand. The role gathers and leverages customer insights for continual improvement and supports strategic business planning activities within the organization. The leader oversees operational performance, drives budget adherence, and fosters a customer-centric culture through effective people management and adherence to health and safety protocols.
What You Will Do:
Performance Management

• Support and inspire a customer-focused culture in all non-face-to-face contacts to ensure a positive and seamless customer experience.
• Challenge the IKEA organization based on customer support center experience to improve ways of working and identify new business opportunities.
• Ensure prerequisites are in place to provide fast and easy resolution for customers when amendments are needed or if issues occur.
• Secure and monitor department operations to meet global and national standards and policies.
• Provide necessary insights and KPIs to business stakeholders to improve overall customer experience.

Cost Control

• Participate in yearly budgeting exercises and control costs related to the Resolution & After Sales operation.
• Provide information to the regional Home Delivery manager and other functions to ensure actions for continuous improvement based on customer feedback.

People Management

• Develop a succession plan to secure the future of the support center in line with competencies and IDP.
• Train and develop Resolution Representatives & After Sales coworkers.
• Plan resources to achieve agreed KPIs and ensure customer satisfaction parameters are met.
• Agree and follow up on yearly objectives for team based on business plans.

Health and Safety

• Secure ethical operations in compliance with internal procedures and H&S routines.
• Conduct regular checks to ensure coworkers are following safe procedures.
• Ensure contingency plans are set and easy to implement when necessary.

Business Planning

• Conduct regular follow-ups to ensure business plan goals remain on track.
• Support feedback and complaint management via PulseCX module.
• Manage customer requests, complaints, questions, and compliments.

Skills Required