Unit Manager for General Phone Services in Östersund

Försäkringskassan · Full-time

Box 42006, Stockholm, Sweden

Every year, the Swedish Social Insurance Agency makes 21 million decisions that affect people's lives and society as a whole. We disburse approximately 260 billion kronor annually. These are taxpayer funds that we are responsible for. It is a significant responsibility. Therefore, we carefully examine each case, follow laws and regulations, provide information and guidance, care, and show consideration. This is a job for someone who wants to take responsibility. Welcome to the Swedish Social Insurance Agency. We are now seeking a unit manager for a general phone services unit (customer service) within sickness insurance. You will lead a unit that answers over 1 million customer calls per year. Employees in general phone services answer many different types of questions about sickness insurance and are often the first point of contact customers have with the Swedish Social Insurance Agency. It is therefore important that our customers receive answers to their questions and are treated with respect. Close leadership, change, sustainable workplace As a unit manager, you are the manager closest to the employees and operations. You are responsible for leading and driving daily work based on the department's mission and goals, guided by the state's core values. Through your leadership, you communicate clear expectations, follow up on goals, and provide your employees with the right conditions to take responsibility. You have personnel responsibility as well as results and follow-up responsibility for the teams in your unit. Your unit consists of approximately 15–20 employees working in general phone services, based in Östersund. Through close leadership, you create the predictability, security, and sustainability necessary for employees to take responsibility and meet the need for change. You create understanding of context, direction, and the goals the department has set, and you develop the plans your operations need. As a unit manager, you are a support for the area manager and participate in the area's management group, which consists of 11 unit managers, where you contribute your expertise and commitment. You adapt and exercise your leadership in a way that enables employees to use their judgment and competence. The position involves handling confidential information, which requires high standards for proper handling. Therefore, it is important that you have a strong security awareness. This is a job for someone who wants to take responsibility. We are looking for you who has a university degree or experience and qualifications that can be assessed as equivalent has strong leadership ability promotes the professional and personal development of others works to achieve goals and results, follows up on the effects of your own and others' activities has a systematic approach to work collaborates effectively with others to achieve common goals has good self-awareness and is stable as a person, promotes a trustworthy work environment promotes mutual dialogue, is responsive, and adapts your communication according to needs and situation. It is a merit if you have experience in operational leadership in similar operations have experience with coaching-based leadership have experience leading through change have experience leading remotely have experience planning your operations in collaboration with peer managers at a distance have a good understanding of the Swedish Social Insurance Agency's mission. We place great emphasis on your personal qualities. Other Information A permanent, full-time position available for immediate start or by agreement. A probationary period may apply. Some positions with us involve participation in security-sensitive activities. To be hired for such a position, you must pass a security clearance according to the Security Protection Act (2018:585). In accordance with the Swedish Social Insurance Agency's security guidelines, background checks are conducted in this recruitment. Remote work is possible if the work allows. In this recruitment, work psychological tests may be used as part of the selection process. Work location: Östersund. Want to know more about the Swedish Social Insurance Agency as an employer? Visit https://www.forsakringskassan.se/om-forsakringskassan/jobba-hos-oss Contact Information Manager: Lars Andersson, 010-111 39 20 (for questions about the position). HR Specialist: Maja Paulsson, [email protected], 010-113 44 86 (for questions about the recruitment process). ST: Camilla Nyberg, 010-118 24 02, Saco-S: Susanna Kinnunen, 010-114 03 04, Seko: Eliza Grundström, 010-115 34 02. Application Welcome to submit your application by Sunday, September 20, 2026. When you apply, attach your CV. We do not use cover letters in our recruitment; instead, you will answer a number of selection questions relevant to the position. Upload your diplomas, transcripts, and certificates with your application. If you have protected personal information or do not have access to Bank ID, contact the HR specialist named in this announcement and we will help you submit your application. In everything we do, we act based on the principle of equal human dignity, legal certainty, and good service.