Job Advertisement: Community Guide for Falu Municipality

Falu Municipality has improved accessibility and service for the residents of Falun and created "a way in" through our contact center. We are now looking for engaged, communicative, and service-oriented problem solvers to join our team!

We are looking for you who want to secure a summer job now, as well as those interested in a longer temporary position starting in February!

Our departments have widely varying tasks: we provide education and elderly care, we prepare infrastructure and issue building permits, we integrate newcomers, and we lend books. Our operations affect all residents of Falun, and all residents concern us. Our purpose is to make the municipality more accessible for residents, visitors, and businesses. We simplify for the residents by ensuring they can always turn to the contact center with their questions. The tasks in the contact center are shaped and developed as more tasks, currently handled by the departments, become the responsibility of the contact center.

Responsibilities

As a community guide in the contact center, your mission is to guide and assist people in every interaction. This means you will constantly have many contacts and receive questions of various kinds every day. The majority of contacts occur via phone, but also via email, web, and social media, as well as those visiting the contact center's FrontOffice (visitor location). As a community guide, you will receive continuous individual coaching for skill enhancement in our customer dialogue.

You will come to a fast-paced workplace where you alternate between tasks with clear routines and situations that require initiative and creativity. The common denominator in everything you do is to focus on the residents of Falun, and your main task is to help them together with other members of our team.

For us, everyone is an important cog in our team of service professionals, and together we want to be perceived as competent, accommodating, and easy to collaborate with - all to contribute to a contact center to be proud of.

Qualifications

The following is required for the role:

• Completed secondary education and at least started post-secondary studies with a focus that the employer assesses as relevant for the position, for example in social sciences, behavioral sciences, or media and communication, or documented experience and other education that the employer assesses as equivalent.
• Relevant documented experience in customer relations and/or customer service/support work to an extent deemed sufficient by the employer.
• IT proficiency and good experience working with multiple channels/IT systems simultaneously.
• Good ability to communicate in Swedish and English, both orally and in writing.

Personal Characteristics

We are looking for someone with genuine commitment and interest in working with customer service at our Contact Center. It is important for us that you meet others in an open and curious manner and thrive in a role where you get the opportunity every day to provide our residents with the best service. As a community guide, you will communicate with customers/citizens while also seeking information. This places high demands on a systematic approach and a good ability to handle a large number of cases and multiple tasks simultaneously. To succeed in the role, it is therefore important that you are flexible and skilled at guiding and assisting others in a pedagogical and clear manner. A key factor in managing the work and enjoying being with us is that you have a high capacity to work under time pressure daily.

Furthermore, we see that you are solution-oriented and have good collaboration skills with both customers and colleagues. Here, the team comes before the individual is a motto! Finally, it is important that you thrive in an environment with varied tasks where a high tempo, development, and change are given elements of your workday.

We place particular emphasis on personal suitability.

Meritorious Qualifications

• Additional language skills beyond Swedish and English.
• Experience working in case management systems.
• Experience participating in teamwork.

Employment Conditions

The recruitment concerns a full-time temporary position from February 2026 to March 2027, as well as three full-time summer positions during the summer of 2026. We are looking for someone who can work the entire summer starting in June until mid-August.

The positions will be filled provided that necessary decisions are made.

Please attach educational certificates to your application as these will be requested if you become a candidate for the position. Alternatively, certificates can be provided during the interview.

Other

When you submit your application, you will be required to answer selection questions based on the requirements for the position. Your answers are an important part of the first selection, so make sure to respond thoroughly and clearly. In your application, you should attach your CV, but you should not submit a cover letter - the selection questions replace this.

Falu Municipality uses competency-based recruitment methodology, and we will apply psychological tests as part of the selection method to ensure an inclusive and fair recruitment process. Work samples may also be applied.

In preparation for this recruitment, we have made decisions regarding recruitment channels, and therefore we kindly decline further offers of competency mediation, advertising, and recruitment assistance. We only accept applications via our recruitment system in accordance with GDPR. If you encounter problems submitting your application, please contact [email protected] (mailto:[email protected]).