Team Lead Customer Service Support

Welcome to us – you who want to take responsibility for energy supply and contribute to societal development where we live and work. You who are driven by curiosity and want to help strengthen the energy system together with others. With us, you become part of the journey toward energy for future generations. Your future team My name is Petra and I will be your direct manager. Customer Service consists of two teams: Customer Service Support and Customer Service Administration. Together we are responsible for creating a safe, professional and cohesive customer experience. Now I am looking for a Team Lead for Customer Service Support where you will lead a team of approximately twelve employees. Customer Service is an important function at Kraftringen and plays a crucial role in how customers experience us. The team is often the customer's first contact with Kraftringen and helps our customers via phone, email and digital channels. I am looking for a Team Lead who wants to combine close and trust-based leadership with a focus on customer satisfaction, development and change. With us, you will have the opportunity to lead an engaged team while becoming an important part of our journey toward a more proactive, data-driven and AI-supported customer service. Your role with us Here you will lead skilled employees who make a difference for our customers every day. As Team Lead for Customer Service Support, you will lead one of Customer Service's two teams and be responsible for daily delivery, customer experience and employee development. You combine operational leadership with improvement and change work and work closely with the business to ensure high quality, availability and customer satisfaction. We see that Customer Service faces a major transformation where AI, automation and digital channels are changing both customer behavior and ways of working. You will be a key person in that transformation. In the role you will, among other things: • Lead, coach and develop the team • Be responsible for work environment, salary setting, development conversations, rehabilitation and other HR-related tasks and processes • Be responsible for recruitment, staffing and resource planning • Ensure high quality, availability and customer satisfaction • Use data and customer insights as the basis for prioritizations and improvements • Develop processes, ways of working and customer journey • Contribute to the development of CRM, Contact Center and digital tools • Collaborate closely with other parts of the business The position is a permanent full-time employment with placement in Lund. A probationary period may be applied. You report to the Head of Customer Service and work from our office on Råbyvägen in Lund. Who are you? You thrive in an operational business with high pace and have experience combining structure, results focus and development work. You are curious about how new technology, AI and digital ways of working can develop customer service and have experience turning ideas into concrete improvements. You work proactively and goal-oriented, make decisions and translate insights into improvements that create value for both customers and business. At the same time, you have a genuine interest in people, customer interactions and the ability to create engagement in change. You are a confident, clear and inspiring leader who gets people to thrive and perform together. To succeed in the role, we see that you have experience with: • Leadership with personnel responsibility • Customer service, contact center or similar operations • KPI management and business monitoring • Improvement and change work • CRM systems and contact center solutions • Digitalization and business development Post-secondary education or equivalent experience Meritorious: • Experience with AI-supported ways of working • Experience from energy or other socially important operations Why Kraftringen? It takes courage to lead the energy transition. And that courage exists here, at Kraftringen. We believe that a strong energy system starts with employees who have the conditions to feel good and create balance between work and leisure. Therefore, we offer benefits that support a sustainable working life for everyone who works for us. As an employee, you also have access to our benefits portal where you can easily see your benefits. Here you become part of a culture characterized by collaboration, security and respect. Together we are building tomorrow's energy solutions – for people, society and future generations. Does it sound interesting? The application deadline is September 10, 2026. You apply by submitting your CV and answering our screening questions. The questions replace the cover letter and help us get to know you better. When you submit your application, your personal information is automatically masked in our system. This allows us to focus on competence in the first selection – part of our work for increased equality, diversity and inclusion. If you have questions about the position, contact recruiting manager Petra Lindholm, Head of Customer Service, [email protected]. If you have questions about our recruitment process, contact Jennie Berne, HR Business Partner, [email protected]. Other We conduct background checks on final candidates. Drug and alcohol testing may occur. Kraftringen is part of Sweden's total defense, which means that all permanent employees are war-placed according to the Total Defense Duty Act (1994:1809). We politely but firmly decline contact from recruitment companies and advertising salespeople. Welcome to a place to grow!

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