Service Culture and Competency Specialist at the Swedish Correctional Service Center

About the Swedish Correctional Service The Swedish Correctional Service is growing – we are building new facilities, renovating, and expanding, and we are now seeking additional staff members. Our most important goal is to reduce recidivism – to break the cycle of crime. When we succeed, society becomes safer and more secure for everyone. We are the government agency responsible for prisons, probation services, remand facilities, and prisoner transport. The Swedish Correctional Service Center (KSC) is part of the head office and exists to free up as much administrative time as possible for managers and employees within the Correctional Service's core operations. We support the agency in personnel and finance administration services, travel booking, administrative support, and the agency's switchboard function. KSC serves as an entry point and aims to provide friendly and professional support that facilitates operations. This position is located in the support and development team within the customer center division. The team consists of case officers, specialists, and experts who work to provide support and develop administrative processes. We work in teams to ensure high quality and actively work to develop the division's services to effectively support core operations. Job Description As a specialist with overall responsibility for service culture and competency, you are responsible for implementing and further developing our service platform and strengthening service competency within the organization. You will be part of our CX team, where you work with the team to drive efforts to identify operational needs through insight-driven work, in order to develop and strengthen our service. The team works to ensure a more customer-driven organization and to develop and educate service competency among our employees. By translating our service commitments into concrete behaviors in customer interactions, you support both employees and managers in daily work. The role has an important function in contributing to our continued shift toward an even more customer-centric operation. You will work closely with operations with a particular focus on service culture, competency development, and customer interactions. The role also involves coaching and supporting managers, as well as driving implementation, development, and monitoring of working methods. Qualifications We are looking for someone who takes responsibility for their tasks and drives their processes forward. You take initiative, start activities, and achieve results. Furthermore, you have the ability to listen and adapt your communication based on context and audience. You have the ability to see the big picture and take into account the broader perspective with a focus on what is best for operations. You are also creative and often come up with ideas and new approaches that can be put into practice. For us, it is important that you share the Correctional Service's fundamental values regarding a humane view of humanity, respect for the individual, and belief in people's will and ability to develop. You are also aware of and understand how background, culture, and group affiliation affect yourself and others. Furthermore, you are expected through your approach to contribute to everyone being treated equally. We place great emphasis on personal suitability. We are looking for someone who has: Academic education in a relevant field, such as service design, marketing, or communication, or other education combined with experience that the Swedish Correctional Service considers relevant. Experience working with Customer Experience Management Experience working with service design Experience working with customer-centric methods and approaches Very strong communication skills in both spoken and written Swedish. Very strong computer proficiency. Very strong ability to communicate and engage the organization in change work. It is also meritorious to have: Experience leading change initiatives or projects in larger organizations without formal management responsibility. Experience facilitating workshops. Knowledge of creating and conducting internal training Other Information The Swedish Correctional Service has chosen to remove the personal letter and replaced it with selection questions that are relevant for the position. Your answers to the selection questions and your CV form the basis for whether you are qualified to proceed in the process. To be eligible for employment with the Swedish Correctional Service, you must meet high standards regarding suitability, judgment, security and confidentiality awareness, and compliance with applicable laws. This means you support democratic values and the state values that apply to the Correctional Service's operations. Certain positions are classified as security-classified, and a security clearance with criminal record check will be conducted before an employment decision is made. For certain security-classified positions, Swedish citizenship is required. The Swedish Correctional Service welcomes applicants with different backgrounds and experiences. Read more about security clearance here: https://www.kriminalvarden.se/jobba-hos-oss/rekryteringsprocessen/sakerhetsprovning-vid-rekrytering/ The position may involve civil contingency placement at the Swedish Correctional Service. Read more about civil contingency placement here: https://www.kriminalvarden.se/jobba-hos-oss/rekryteringsprocessen/krigsplacering/ Individual salary determination applies. Probationary employment may be applied. The Swedish Correctional Service strives for a balanced gender distribution and increased diversity. To submit your application, click on the application link in the announcement. Questions about how to apply and submit your CV should be directed directly to Varbi. Questions about specific jobs will be answered by the contact person specified in the announcement. We kindly but firmly decline direct contact from staffing and recruitment firms and sellers of recruitment advertisements. The Swedish Correctional Service has procurement agreements in place.

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