Stockholm – our capital city with millions of dreams, expectations, and ambitions

We work for everyone living here today and in the future. Now we are looking for you who want to think big, new, and differently with us – for the people of Stockholm.

Welcome to us

Contact Center Stockholm exists for the city's residents.

Our ambition is to provide high service with good quality. We facilitate for the people of Stockholm by providing effective, relevant, and clear information.

We constantly strive to develop our processes, working methods, and routines to best meet the needs of the residents. Here you will have the opportunity to contribute to societal benefit by handling questions within social services, education, and urban development. Through this work, you will gain not only broad knowledge but also continuous learning and great opportunities for personal and professional development.

We have strong expertise in various subject matters and municipal issues, and now we are complementing our team with more engaged colleagues with different competencies. We welcome customer service representatives who want to contribute to an efficient and service-oriented Contact Center where we together make a difference for the people of Stockholm.

We are now looking for engaged summer substitutes for our team! The positions start on May 19, 2025, and begin with a two-week training to handle calls to our target group, the elderly in the city over 65 years and their relatives.

Common questions/comments from the city's residents:

• How do I apply for home care?
• What do I do if I want to move to a nursing home in Stockholm but live in another municipality?
• Housing forms
• Day activities and meeting points
• Assistance
• Emergency alarms

We offer

We offer you a solid introduction with teacher-led and web-based training as well as call coaching to make you feel secure in your role. We have a flexible working method and sit in newly renovated fresh premises next to the Globe subway station. We have wellness grants and apply summer working hours. Please read more about the benefits of being an employee in the City of Stockholm here.

Your role

You will come to a workplace where things are always happening, and you have an important role in being an accessible support for the people of Stockholm. In this position, you are an expert in customer service and well-balanced conversations; it is important that you provide accurate information and guidance.

During a call, you may need to switch between different operational systems, handle several separate questions, and/or need to adapt to rapid changes in scheduling and queue inflow.

You and your colleagues are scheduled during weekdays with set times to answer the phone, have meetings, and breaks. The position also includes working in several systems simultaneously. The systems you will work a lot in are the case management system Artvise, the telephone system Telia Ace, and the city's various operational systems such as Lex, Agresso, Paraplyet, and the scheduling system Calabrio.

Your skills and experience

We are looking for someone who has:

• Current experience in customer service over the phone
• Good IT skills with experience in searching for information via the web, support systems, and working with case management systems
• Experience working in an environment with a high inflow of phone calls and a focus on effective prioritization of tasks
• Experience interpreting and analyzing written information in Swedish and English.

It is an advantage if you have:

• Worked in home care, elderly care, social services, or have been/are a guardian
• Worked in a larger customer service department with large case flows
• Experience driving your own development based on metrics in phone calls, customer satisfaction index/customer experience, and case management
• Experience working in municipal or state customer service, service desk, or customer service within banking and insurance
• Post-secondary education.

We are looking for someone with excellent communication skills. To succeed in the role, you need to enjoy working in a time-critical environment that is scheduled, and you understand the importance of punctuality. We are looking for someone who acts professionally in their contact with residents, customers, and colleagues. You are calm, stable, and have the ability to identify residents' needs. You are self-sufficient and confident in your own competence and take responsibility for your work. Furthermore, you are service-oriented by providing a good reception and accurate information.

In this recruitment, we place great importance on the above competencies, personal suitability, motivation, and commitment to the position.

Other

We are looking for summer substitutes that may lead to a permanent position.

The positions include full-time starting May 19, 2025, and will last until August 31, 2025.

This recruitment includes tests as part of the assessment in connection with selection.

Your application

We recruit without a personal letter in this recruitment to strengthen the focus on the competencies and experiences requested for this role. In assessing your application, we will only base it on your CV and a number of questions you will be asked to answer when applying for the position. We wish for you to respond concretely and briefly to the questions, and that there is a clear connection between your answers and your CV.

The City of Stockholm works with competency-based recruitment aimed at recognizing each person's competence and thus counteracting discrimination.

The Service Administration is one of the city's administrative departments and is responsible for the administrative tasks coordinated in the city. This primarily involves payroll administration, economic administration, city-wide procurement issues, contact center operations, and internal consultants providing support in digitalization, IT & telecommunications, recruitment, as well as real estate and local issues. We have about 370 employees and are located in the Globe area. Our values are summarized in the word DRIVE, which stands for: Competence - Openness - Respect - Responsibility.