Contact Center Handler, Care and Social Services Group

The Contact Center is a unit within the administrative department at the Municipal Administration Office in Sollentuna Municipality. For the past 15 years, the Contact Center has been the municipality's shared customer service with the mission to help residents and entrepreneurs get answers to their questions or direct them correctly. Residents, businesses, and other stakeholders contact us with questions about, among other things, childcare, schools, elderly care, social services, transportation services, building permits, and traffic. We offer high availability and good service, and strive to resolve as many matters as possible at first contact. In addition to helping residents and businesses, we have the task of serving as a development engine in municipal operations. Our guiding principles are customer perspective, solution focus, and commitment. Job Responsibilities Contact Center handlers are committed to helping the municipality's customers in a professional manner. We are 25 employees divided into four groups. We are now looking for you to work in the Contact Center's care and social services group, which primarily works on behalf of the care and social services office. Our customers have questions about, among other things, disabilities, home care services, housing, and assessment of transportation services. You answer questions, guide in e-services, and receive questions for handlers at the care and social services office, with whom you have close contact in this role. In your work, you answer questions via phone, chat, visits, and email, and you work in parallel in many different systems. The role also includes identifying how we can simplify things for the customer, updating the Contact Center's knowledge posts, writing new procedures, or following up on statistics. Training and change are part of everyday work. Qualifications We are looking for someone who: - has experience providing good customer service - has completed, or is currently completing, relevant higher education or university studies - speaks and writes fluent Swedish and has good English language skills - has an interest in the issues within the area you will be working In this recruitment, we place great importance on your personal qualities. The role involves many contacts both internally and externally, which makes it important that you find it easy to build relationships and collaborate with others. You need to have a strong ability to communicate in a clear and understandable way, even when dealing with complex issues. Given the fast pace of our work, you need to be able to handle this and work on multiple things in parallel. We want you to be flexible; for us, this means that during a call you may need to switch between different business systems, easily handle several separate questions, and adapt to rapid changes in daily planning. You have the ability to independently take initiative, are solution-focused, and are open to quickly learning and applying new knowledge. Your demeanor is characterized by respect, empathy, and professionalism. Other Information As an employee of Sollentuna Municipality, you are offered an enjoyable, stimulating, and challenging assignment. You are part of the work of making Sollentuna a little better every day for the municipal residents. We offer a pleasant workplace with engaged and competent colleagues. We value a good work climate that enables a sustainable working life, among other things by applying flexible working hours, offering professional development, wellness allowances, opportunities for remote work, and vacation exchanges. Benefits within Sollentuna Municipality. The position is subject to a background check. Welcome with your application! Welcome to Sollentuna – a municipality in the heart of possibilities! Together, we make Sollentuna better every day for our residents, entrepreneurs, and organizations. We have clear and ambitious goals to create security, welfare, and sustainable growth. We offer you a meaningful and enjoyable job in a stable environment where ambition levels are high. With us, you get fantastic colleagues who want to make a difference for others. We are now looking for you who are innovative, responsible, and welcoming. Join us on the journey toward creating Sweden's most attractive municipality!

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