Unit Manager | Customer & Contact Center | Mölndal City

We are now looking for a unit manager who wants to lead and continue developing Mölndal City's Customer & Contact Center. Here you will combine present-day leadership and stable daily delivery with development, digitalization, and new ways of working - always with the goal of making life easier for those we serve. Read more and apply below. Do you want to lead the operation that is Mölndal City's gateway for thousands of residents every day? Every day, thousands of residents contact Mölndal City. For many, the Customer & Contact Center is their first encounter with the municipality - an encounter that should be characterized by accessibility, knowledge, and professional service. Your Assignment As a unit manager, you are responsible for an operation with approximately 25 committed employees and lead the operation together with two coordinators. You have overall responsibility for operations, personnel, work environment, and finances, and you are part of the management group for the Service and Customer division. Your assignment is to create the conditions for a well-functioning operation here and now, while also leading development forward. You set clear direction, create structure, and follow up on the operation's goals and results. Together with employees and coordinators, you develop work methods, competence, and organization with a focus on quality, accessibility, and good service. An important part of your assignment is to continue developing the Customer & Contact Center's role as the city's common gateway. This means building good relationships and developing collaboration with the city's various operations. You see the whole picture and create the conditions for more questions to be solved easily, quickly, and correctly at the first contact. Digitalization and changed contact channels create new opportunities for municipal services. Therefore, you need to have an interest in how digital services, new ways of working, and smarter processes can contribute to both better service and a more efficient operation. Who Are We Looking For? We are looking for a confident and clear leader who creates engagement through trust, participation, and responsibility. You are present in the operation while having the ability to look beyond, see the whole picture, and create direction forward. You thrive in an operation where stable daily delivery needs to be combined with continuous development. You make decisions, prioritize, and create structure while being responsive and making the most of employees' competence and drive. You are development-oriented and see the follow-up of goals, results, and quality as natural tools for developing the operation. As a person, you are communicative and have a knack for building trusting relationships. You understand that the Customer & Contact Center's success is built on close collaboration with others and have the ability to drive development even across organizational boundaries. We are looking for someone who has: experience leading employees with full personnel responsibility experience with budget, operational, and work environment responsibility experience with operational development and change management experience with customer or service-oriented operations experience working with goals, results, and follow-up academic education or other education and experience that the employer deems equivalent. Experience from public sector operations or contact centers is a merit. Experience with digitalization and development of customer or service offerings is also a merit. About the Customer & Contact Center The Customer & Contact Center is Mölndal City's common gateway. Our assignment is to provide residents, businesses, and visitors with simple, accessible, and professional service - regardless of contact channel. On the front line, municipal guides work to help residents across the city's various operational areas via telephone, visits, and digital channels. The goal is to provide quick and correct service and solve as many matters as possible at the first contact. On the second line, there is specialist expertise in areas such as transportation services, waste and water, internal fault reporting, and property-related questions. Together, the first and second lines create a cohesive service where the resident is at the center. We continuously work to develop our work methods, digital services, and collaborations. Our ambition is to continuously raise quality and make contact with Mölndal City even easier. Why You Should Choose Us With us, you will lead an established and important operation with committed employees, while also having the opportunity to influence and shape the next step in the development of Mölndal City's service. You will join an operation with high ambitions, great development aspirations, and a mission that makes a difference in people's everyday lives. Here you have room to think innovatively, develop with others, and put ideas into practice. This is an assignment for someone who enjoys combining people, operations, and development - and who wants to help shape the future of municipal services. Application In this recruitment, Mölndal City is collaborating with Jefferson Wells. If you have any questions, you are welcome to contact the responsible recruitment consultants Anna Edemyr, [email protected], or Maria Svedberg, [email protected]. We conduct ongoing selection, so please submit your application as soon as possible, but no later than August 31. Welcome to Mölndal City - together we make everyday life easier for those we serve.

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