Job Description
"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."
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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."
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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.
n We are guided by our cultures & values, creating a great place to work.
n We stand for equality, diversity and inclusion.
n We care about people & planet and promote health & wellbeing.
n We nurture your development and provide career opportunities to unlock your potential.
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What you need to know
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Working at IKEA has its benefits and rewards
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5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
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24/7 access to our Employee Assistance Program for health and wellbeing support
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15% Co-worker discount
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Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
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Co-worker uniform provided
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Free Co-worker parking
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Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
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Bonus programme (where eligible)
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Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)
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Additional Information
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This is a permanent, full-time position 76 hours/fortnight
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The internal job title for this role is Customer Team Leader
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Availability is required between 8:30am-9:00pm on weekdays, with alternating fortnightly weekend shifts (Saturday and Sunday).
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The successful candidate will be required to obtain a Working with Children Check.
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As part of the recruitment process, shortlisted candidates will be invited to complete a video interview.
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About this work area
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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.
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Leading daily operations and responding to customer and co-worker needs to secure an efficient and seamless customer journey.
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Supporting complex customer interactions, including escalations, with professionalism, empathy and effective problem-solving.
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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.
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Supporting your manager with recruitment, training, retention, performance management, succession planning and competence development.
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Leading by example with exceptional customer service, integrity,



compassion and efficiency as an ambassador of IKEA values.
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Taking ownership of Customer function action plan topics, proactively driving initiatives to achieve agreed goals.
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Supervising and supporting your team to ensure all processes are accurate, compliant and aligned with regulatory requirements.
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Collaborating with internal stakeholders to ensure smooth operations, streamline processes and continuously improve service delivery.
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Empowering your team by building knowledge, confidence, trust and motivation so they can support customers in the best possible way.
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Who you are
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You are a people-focused leader who thrives in a fast-paced retail environment. You bring energy, structure and a genuine passion for customers and co-workers alike.
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You will have:
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Proven experience in a leadership role within retail, a customer-facing environment, or a similar setting.
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Demonstrated experience leading a team (minimum 3 years) and delivering exceptional customer service.
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A customer-focused mindset, with the ability to balance operational performance and high-quality service outcomes.
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Highly developed communication, collaboration and organisational skills.
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A strong passion for understanding the customer journey and how you and your team contribute to a positive shopping experience.
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A leadership style that reflects the IKEA values, always leading by example.
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High energy and resilience - you enjoy the buzz of a agile retail environment.
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A proactive mindset, constantly seeking ways to simplify processes and reduce unnecessary costs.
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We need people like you
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At IKEA, work is so much more than a job. Come join us!

📌 Customer Experience Team Leader (Canberra)
🏢 Inter IKEA Systems
📍 Canberra