Unit Manager, Customer and Communications

Karlstads kommun · Full-time

Kontaktcenter Västra Torggatan 26, Karlstad, Sweden

Karlstad Region Water begins operations on January 1, 2027. We are a municipal water utility owned by Forshaga, Hammarö, Karlstad, and Kil. Our mission is to deliver drinking water, treat wastewater, and manage stormwater in our four owner municipalities. We work toward sustainable community development and a future with clean lakes and waterways. About Us We are Karlstad Region Water – a new company that brings together the resources of four organizations to manage one of society's most important responsibilities: delivering crystal-clear drinking water, treating wastewater, and managing stormwater. We do this every day of the year for over 120,000 people in our four owner municipalities: Forshaga, Hammarö, Karlstad, and Kil. We keep society functioning and make our customers' daily lives a bit easier, but our mission is larger than that. We are laying the foundation for a sustainable future for both people and the environment. Join us on an exciting journey where we not only build something new together, but also create sustainable water and wastewater solutions for future generations. Here you will have the opportunity to grow, make an impact, and contribute your ideas while doing work that truly matters to society. We are now seeking a development-oriented Unit Manager for Customer and Communications who wants to lead and develop a customer-focused operation. The unit is responsible for customer service, claims handling, and internal and external communications. An important part of the role is to develop customer processes, work methods, and routines to create an efficient operation and excellent customer experience. The unit consists of seven employees. As unit manager, you have a key role in strengthening customer relationships and ensuring that the operation meets customer needs with high quality, accessibility, and service. Responsibilities You are responsible for operations, finances, personnel, and work environment within the unit. You lead daily work while driving development and improvement of the operation's processes and methods. In this role, you lead, develop, and follow up on the unit's operations and employees, and drive development work within customer service, communications, and customer processes. You ensure efficient routines and procedures for handling customer matters and are responsible for the operation's internal and external communications. You contribute a strategic perspective on communications and brand building to strengthen confidence in the operation and create a clear and attractive image of the organization. The role also involves coordinating work on connection and claims matters and building and developing strong relationships with customers and partners. Through a clear focus on quality, service, and customer value, you actively contribute to the continued development of the operation. Qualifications We are looking for someone with relevant higher education in communications or other education and experience that the employer considers equivalent. You are a confident and engaged leader with a strong customer and communications focus. You are communicative, relationship-oriented, and have strong ability to drive development work together with others. You have experience with operations development, change management, or improvement work. We also see that you have experience with customer service, customer relations, and communications work. Since the role involves many customer touchpoints, it is important that you have excellent ability to express yourself well in speech and writing. Merits include if you have: experience from municipal operations or other politically governed organization experience representing an operation externally or in media management experience with personnel, budget, and operations responsibility We welcome your application! Other Information You can find information about salary levels here (select "See salary statistics"). This recruitment concerns AID code 101013. When you apply with us, you will enter your CV and answer a number of questions where we ask you to describe your competence in the requested area. This means you should not attach a cover letter as part of your application.