Resolutions Specialist
Ikea UK
Candidate profile (title) Why we will love you Candidate profile (text) - Default language Minimum 3 years of experience in resolutions or after sales roles
Minimum 2 years of experience of coaching and training people
Expert knowledge within the customer care area, including claim and complaint handling.
Passion for meeting customers, connecting with them, finding solutions and common understanding
Good knowledge of general customer behavior across channels as well as of customer engagement
JOB TYPE: Permanent, Full-time
BENEFITS ELIGIBLE: Yes
Hybrid workplace: Minimum of 1 day in Office
The payband for the role is $21.07-$30.03. The offer band for the position is $21.07-$24.23 with benefits
Starting date is February 10, 2025
"Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role." Key responsibilities (title) What you'll be doing day to day Key responsibilities (text) Secure excellent competence level among co-workers in relation to a specific skill area by keeping them well supported, informed, trained, and ensuring excellent knowledge availability.
Drive performance optimization within the area of expertise to maximize customer satisfaction and business growth
Share knowledge, news and ways of working connected to the area of expertise, to enable co-workers to always have a customer mindset and secure a great remote customer experience, thus building trust in the IKEA brand
Evaluate skill performance within the area of expertise, suggest improvement areas and via Team Leaders enable Resolutions Generalists to work on potentials and build on strengths, thus contributing to reaching individual and team goals
Carry out local learning delivery, as well as review and validate the content of learning in order to secure local relevance and a high level of competence among Resolutions Generalists
Collaborate with, and provide feedback to, multiple stakeholders across Ingka connected to the area of expertise, to be able to update Resolutions Generalists on activities with resolutions impact and secure that Call Center perspectives continuously influence relevant processes and are represented in all relevant forums
Collaborate with Knowledge Specialists to secure that content connected to the area of expertise is communicated in a qualitative and accurate way
Ensure collaboration with Experience Design team and contribute with guidance on detailed steering of ongoing initiatives in connection to the area of expertise in order to ensure that the quality of the outcome matches the expectations
Regularly provide customer support directly to the customer (through all remote channels), to develop and keep own expertise up to date as well as to maintain customer focus and communication skills
Adhere to most up to date ways of working for digital solutions to secure smooth operation of internal processes thus optimizing the customer experience
Put IKEA social and environmental commitments into practice thus contributing to sustainability Team vision ( title) Together as a team Team vision (text) We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA. Let's connect Apply now! Let´s connect At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!
Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits
Dental and vision plans
Medical and Rx plans (must work min. 20 hrs/wk)
A fun and inclusive work environment Local section (text) QUALIFICATIONS Local section (URL) Minimum 3 years of experience in resolutions or after sales roles Minimum 2 years of experience of coaching and training people Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people Expert knowledge within the customer care area, including claim and complaint handling. Passion for meeting customers, connecting with them, finding solutions and common understanding Good knowledge of general customer behavior across channels as well as of customer engagement Energized by developing and supporting others to continuously improve their performance Extensive knowledge of training, facilitation and coaching techniques Good ability to understand and support co-worker needs while building great relationships with them Good ability to synthesize and communicate information orally and written Good ability to build relationships and influence stakeholders by leveraging insights Motivated by finding new solutions and challenging existing ways of working with continuous improvement mindset. Passionate about achieving deep and detailed knowledge within a certain area of expertise, and a desire to develop General knowledge of how personal performance is measured and how it contributes to the business goals
Minimum 2 years of experience of coaching and training people
Expert knowledge within the customer care area, including claim and complaint handling.
Passion for meeting customers, connecting with them, finding solutions and common understanding
Good knowledge of general customer behavior across channels as well as of customer engagement
JOB TYPE: Permanent, Full-time
BENEFITS ELIGIBLE: Yes
Hybrid workplace: Minimum of 1 day in Office
The payband for the role is $21.07-$30.03. The offer band for the position is $21.07-$24.23 with benefits
Starting date is February 10, 2025
"Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role." Key responsibilities (title) What you'll be doing day to day Key responsibilities (text) Secure excellent competence level among co-workers in relation to a specific skill area by keeping them well supported, informed, trained, and ensuring excellent knowledge availability.
Drive performance optimization within the area of expertise to maximize customer satisfaction and business growth
Share knowledge, news and ways of working connected to the area of expertise, to enable co-workers to always have a customer mindset and secure a great remote customer experience, thus building trust in the IKEA brand
Evaluate skill performance within the area of expertise, suggest improvement areas and via Team Leaders enable Resolutions Generalists to work on potentials and build on strengths, thus contributing to reaching individual and team goals
Carry out local learning delivery, as well as review and validate the content of learning in order to secure local relevance and a high level of competence among Resolutions Generalists
Collaborate with, and provide feedback to, multiple stakeholders across Ingka connected to the area of expertise, to be able to update Resolutions Generalists on activities with resolutions impact and secure that Call Center perspectives continuously influence relevant processes and are represented in all relevant forums
Collaborate with Knowledge Specialists to secure that content connected to the area of expertise is communicated in a qualitative and accurate way
Ensure collaboration with Experience Design team and contribute with guidance on detailed steering of ongoing initiatives in connection to the area of expertise in order to ensure that the quality of the outcome matches the expectations
Regularly provide customer support directly to the customer (through all remote channels), to develop and keep own expertise up to date as well as to maintain customer focus and communication skills
Adhere to most up to date ways of working for digital solutions to secure smooth operation of internal processes thus optimizing the customer experience
Put IKEA social and environmental commitments into practice thus contributing to sustainability Team vision ( title) Together as a team Team vision (text) We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA. Let's connect Apply now! Let´s connect At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!
Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits
Dental and vision plans
Medical and Rx plans (must work min. 20 hrs/wk)
A fun and inclusive work environment Local section (text) QUALIFICATIONS Local section (URL) Minimum 3 years of experience in resolutions or after sales roles Minimum 2 years of experience of coaching and training people Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people Expert knowledge within the customer care area, including claim and complaint handling. Passion for meeting customers, connecting with them, finding solutions and common understanding Good knowledge of general customer behavior across channels as well as of customer engagement Energized by developing and supporting others to continuously improve their performance Extensive knowledge of training, facilitation and coaching techniques Good ability to understand and support co-worker needs while building great relationships with them Good ability to synthesize and communicate information orally and written Good ability to build relationships and influence stakeholders by leveraging insights Motivated by finding new solutions and challenging existing ways of working with continuous improvement mindset. Passionate about achieving deep and detailed knowledge within a certain area of expertise, and a desire to develop General knowledge of how personal performance is measured and how it contributes to the business goals
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