Job Advertisement: Community Guide at Contact Center

In Trelleborg, we work together for a growing successful community where it is good to live. Our 61 villages and 21 districts are creative meeting places that bubble with life. Here we want things, tell about them, and come just as we are. This makes us welcome others in the same generous and curious way.

Welcome to take your place on the journey!

The Workplace

The Municipal Executive Administration leads, develops, and follows up the municipality's total organization and operations based on its mission and applicable legislation.

The administration is responsible for communication, finance and HR issues, security issues, land and exploitation, digital development, and guardianship. Our work should contribute to a positive development for everyone who lives, works, runs a business, or visits our municipality.

The Contact Center is the gateway to the municipality, and we work to coordinate and streamline customer reception in the organization. We are 11 community guides divided into two response groups with broad knowledge of the municipality's various operations. Daily, we provide residents with information and guidance on municipal matters. A contact center with a high degree of processing and direct answers. The principle is based on a clear entry point to the municipality, which should contribute to increased service and higher accessibility.

We now have a position available and are therefore looking for someone who wants to work with us in the response groups primarily for the social services and labor market administration. The position also includes responding for other administrations such as the education administration, culture and leisure administration, as well as for all operations gathered under the municipal executive administration.

Job Responsibilities

As a community guide at the contact center, you will answer questions and guide residents and others in all municipal operational areas via phone, email, e-services, social media, and personal visits. The contact center is divided into two response groups but should be able to answer simpler questions regardless of which area the case concerns. To be eligible for the position, there will be requirements for flexibility and a willingness to help develop the operations and improve the service level.

The contact center answers questions for all municipal operations, which can involve everything from building permits, parking issues, environmental matters, community planning, receiving error reports and feedback, processing within all areas of social services, financial support, questions regarding school and education, as well as culture and leisure.

The phone is the most important contact method, but you will also meet and assist visitors in the contact center's premises as well as via email and social media. To find information about the municipality's operations and to register and process cases, you will use various case management systems.

The job responsibilities are very varied and include guidance and advice in matters that fall within the municipality's various areas of responsibility. Community guides contribute expertise from a specific operational area, but over time, a very broad administrative competence is built up among all community guides, a specialist who works as a generalist. As a community guide, you will also be the responsible contact person for certain units and/or departments, and this is evenly distributed across the entire response group. It also includes leading work with a certain frequency that alternates among all members of the unit.

Qualifications

Those applying should have a degree from a university or college education with a focus on social work, e.g., social worker. The position requires a few years of experience in customer service, citizen service, or other similar work. You have professional experience and a good ability to handle work tools such as phone, email, and social media. The position requires, due to the nature of the work, good knowledge of Swedish and English, both spoken and written.

It is an advantage if you have experience working in a politically governed organization and experience from municipal operations. As we are facing new legislation in the area of social services, experience in social work and some knowledge of what the new legislation will entail is advantageous.

We place great importance on your personal qualities, where we see that you are a service-oriented team player who helps colleagues and provides residents with a good reception and excellent service. You thrive in an organization whose everyday life can change quickly, and you want to contribute to development from a holistic perspective. You are open and straightforward in your communication and take the initiative in your daily work. The unit is characterized by a high degree of collaboration, which is why it is important that you become a player who contributes to a good working environment.

Furthermore, you have a high ability to deliver results, both in terms of quality and productivity. You work in a systematic, methodical, and reliable manner. You easily focus on the customer's needs and achieve good customer satisfaction. You are stable, persistent, and resilient in handling meetings with upset residents or people in vulnerable situations. You are also meticulous and enjoy following routines. You have a positive attitude, focus on solving problems, and easily build good relationships.

Contact

Malin Ekblad, Head of Customer Service, phone 0410-73 33 55.

Union contacts: http://www.trelleborg.se/facket (http://www.trelleborg.se/facket)

Please note that we have removed the personal letter from the application process and replaced it with qualification and selection questions. This is for a more inclusive recruitment process and an efficient candidate experience for you applying for a job with us. Your answers will be an important part of our selection work.

In preparation for the recruitment work, Trelleborg Municipality has carefully considered recruitment channels and marketing. Therefore, we strongly request not to contact media sellers, recruitment sites, and similar.