WHO YOU ARE
As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance. You are energized by increasing customer value, driving business growth and contributing to overall success and results through people as well as motivated by leading and developing people.You should be self-reliant and motivated with a proven ability to work as part of a larger team and could prioritise and organise work and the work of others to make the most efficient use of the time available. You should have the ability to plan staffing of cash line according to the customer flow and have experience of actively meeting customer needs through understanding your customers in a service industry Experience of working in a fast-paced environment and an ability to adjust the style of communication to get the message across to the receiver. You should be a confident decision-maker. Experience of check-out service gained in the retail industry is preferred.You should be motivated by IKEA values. You should be passionate about growing business and people together using the experience and skills of our people in the best way. You should enjoy working in a fast-paced and future-oriented environment and have a desire to learn and want to improve your skills, using this to the benefit of IKEA and for growing personally. YOUR RESPONSIBILITIES
Customers • Your priority is to give our customers a positive payment experience by ensuring: the check-out area is in shape as new, our check-outs are efficiently equipped at all times throughout the day, co-workers are ready and available to help customers. • Secure our check-out co-workers have the knowledge, confidence, responsibility, authority and desire to support customer payment and that they achieve this in an efficient and simple way. • Available to support the check-out co-workers when they cannot resolve a customer’s need, dealing positively and quickly with issues raised by our customers.• Spend your working time in the check-out area, supporting the check-out co-workers and ensuring customers leave with a positive impression of the IKEA store and want to come back and shop more frequently with us. • Follow up on the queuing policy and waiting times in the check-out area and take action to ensure we keep the agreed goals. • Guide customers to the appropriate check-out.• Ensure spot checks are conducted every day, securing proper payment from customers.• Ensure our store is always a safe and secure environment for visitors and co-workers. Commercial/Business• Optimise the relationship with our customers when they are paying for products in order to increase customer satisfaction and create the desire for them to want to return and shop with us, do this by: acting on customer feedback in order to make improvements to our service. • Working with your manager to identify root cause of recurring problems, agreeing and implementing improved ways of working and following-up to ensure we have been successful in resolving the problem for future customers.• Where appropriate work with my colleagues in other functions to implement changes which will improve our customers’ satisfaction. educating my team to understand the IKEA Concept, and ensuring that they read and use the appropriate manuals and other education tools to help maximise our customers’ shopping experience. contributing to the check-out action plan and taking ownership for my part in its delivery. People • Actively work to secure the IKEA culture I ensure there is the right number of co-workers in the right place at the right time to run the check-out area successfully. I make sure that the agreed schedule for the day is kept. • Available to help and support colleagues when needed. I work together with other functions to improve the shopping experience for our customers in order to generate more sales. • Value other colleagues’ ways of working and learn from those who work differently to me. • Pass on my knowledge to colleagues and encourage them to do the same. • Keep colleagues informed so that they can perform their roles effectively.• Responsible for my own development and look to your manager to support in improving my competence. Financial• Check-out action plan and support the goals and targets given to me by my manager, which ensures the delivery of our action plan. • Know the daily and weekly service targets and this drives to improve your service delivery. TOGETHER AS A TEAM
At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!WE ARE AN EQUAL OPPORTUNITY EMPLOYER: At IKEA, we value diverse backgrounds, perspectives, and skills. We are committed to providing coworkers with a work environment free of discrimination and harassment. We encourage individualism and invite you to come join our team and be yourself with us! We are an Equal Employment Opportunity employer and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristic protected by law. All employment decisions are based on qualifications, merit and business need
