Customer Relations Team Leader

PURPOSETo motivate customers to shop with IKEA more frequently by ensuring they trust us to make every shopping experience successful, easy, and worthwhile.The role is responsible for securing a fast, simple, and customer-friendly checkout experience, supporting checkout co-workers in their daily operations, and ensuring all payments are handled efficiently, accurately, securely, and in a cost-effective way.AccountabilitiesEnsure the checkout area is always well maintained, fully equipped, and ready to serve customers efficiently throughout the day.Ensure checkout co-workers have the knowledge, confidence, responsibility, and authority needed to support customers and process payments effectively.Monitor daily schedules and ensure adequate coverage, addressing any staffing gaps when required.Monitor queues and customer waiting times and take appropriate action to ensure agreed service levels are achieved.Ensure daily spot checks are completed and that checkout operations run smoothly and efficiently.Maintain a safe and secure checkout environment for customers and co-workers at all times.Work closely with other functions to implement improvements that enhance operations and customer satisfaction.Contribute to the checkout action plan and take ownership of agreed actions and deliverables.Share knowledge with co-workers and support continuous learning and development within the team.Monitor performance against agreed goals and KPIs and take corrective action when required.Ensure staff planning and attendance are aligned with customer visitation and checkout demand.Follow cash handling, reconciliation, and payment procedures to ensure accuracy and security.Identify more efficient ways of working to improve productivity and reduce operational costs.Support the implementation of new payment methods, systems, or checkout solutions when introduced.Support competence development, performance management, and succession planning within the team.Qualifications and ExperienceDiploma or higher qualification.Minimum 2 years of relevant experience.Experience in customer service, operations, or payment operations.Experience in team leadership, staff planning, and performance management.Good understanding of payment processes, cash handling, reconciliation, and different tender types.Strong problem-solving and conflict-management skills.Experience in coaching, competence development, and succession planning.Ability to analyze data, monitor KPIs, and prepare performance reports.Good organizational skills and attention to accurate record keeping and documentation.Strong customer focus with the ability to maintain high service standards in a fast-paced environment.