Unit Manager for Customer & Contact Center, Mölndal City

At Mölndal City, we are proud to have Sweden's most important jobs where we together create the best possible everyday life for our citizens. With knowledge, courage, and creativity, we develop our operations and contribute to making Mölndal an even better place to live and work. Welcome to make a difference in people's everyday lives every day! The City Services Administration has an important and exciting mission to deliver, coordinate, and develop services for residents and administrations in Mölndal City. The administration has approximately 550 employees and is organized into four operational areas: meals and facility maintenance, water and recycling, city maintenance, and administration and customer services. The Customer & Contact Center is Mölndal City's unified entry point. Our mission 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 phone, in-person visits, and digital channels. The goal is to provide fast and accurate service and resolve as many cases as possible at 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 improve quality and make contact with Mölndal City even easier. 1 position(s). JOB RESPONSIBILITIES As a unit manager, you are responsible for an operation with approximately 25 dedicated employees and lead the operation together with two coordinators. You have overall responsibility for operations, personnel, work environment, and finances and are part of the management group for the Administration and Customer Services operational area. Your mission is to create conditions for a well-functioning operation here and now, while 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 unified entry point. This means you build good relationships and develop collaboration with the city's various operations. You see the bigger picture and create conditions for more questions to be resolved easily, quickly, and correctly at the first contact. Digitalization and changing contact channels create new opportunities for municipal services. Therefore, you need to have an interest in how digital services, new work methods, and smarter processes can contribute to both better service and more efficient operations. QUALIFICATIONS We are looking for a confident and clear leader who creates commitment through trust, participation, and responsibility. You are present in the operation while having the ability to step back, see the bigger 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 use of employees' competence and drive. You are development-oriented and view monitoring of goals, results, and quality as natural tools for developing the operation. As a person, you are communicative and have a talent for creating 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, operations, and work environment responsibility • experience in operations development and change management • experience in customer or service-oriented operations • experience working with goals, results, and follow-up • academic education or other education and experience that the employer considers 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. Employment form: Permanent employment. Duration: Permanent, start: Start by agreement. We view diversity as a strength and therefore welcome applicants with different backgrounds. We want to inform you that your application is a public document according to the principle of public access. If you have protected personal information, you should NOT apply through the system but instead contact the responsible recruiting manager for handling your application. Contact information can be found in the job posting. Before any potential employment, we will verify citizenship. If you are not a citizen of Sweden, the EU, EEA, or Switzerland, you must be able to provide a valid residence/work permit or prove that you are exempt from the requirement to have a work permit. Background checks may be conducted before employment. In certain positions, digital identification (e.g., BankID) is required to perform work tasks. The identification is used only to confirm your identity in the systems. In preparing our recruitment process, we have made decisions about recruitment channels and marketing. We therefore firmly decline contact from media sales representatives, recruitment sites, and similar.

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