Vacant job

KONE is now looking for a Customer Service Team Lead for its customer service center in Kista.

This is a role for you who thrives close to operations, builds strong relationships, and wants to make a real difference – both for people and customers. With us, you will have the opportunity to take clear leadership responsibility in a socially important business, with good opportunities for further growth within the organization.

As a Customer Service Team Lead, you have a central role in KONE's customer service and alarm center, which is staffed 24/7, year-round. You lead the daily operations and are responsible for ensuring high quality, efficient working methods, and strong customer relationships.

The role is both operational and development-oriented – you are there when needed, but also drive improvements, structure, and long-term development. You work closely with both employees and management, acting as the link between strategy and daily operational activities.

Your responsibilities include:

• Leading and coaching the team in daily work through presence, dialogue, and support.

• Ensuring stable daily operations including scheduling, staffing, and managing vacancies.

• Following up on goals, quality, and delivery within service and efficiency.

• Being the link between the team and management, clearly communicating goals, priorities, and working methods.

• Contributing operationally when needed, for example by taking calls or supporting on-call staff.

• Driving improvement and development work within processes, routines, and working methods.

• Creating a safe, inclusive, and coaching team culture with a focus on well-being and development.

• Supporting employee development through 1-on-1 conversations, feedback, and coaching.

Personnel and payroll responsibility lies with the immediate manager, but you have a clear responsibility for the team's well-being and performance.

We are looking for a confident, relationship-building, and present leader. You are structured, but also attentive and coaching in your leadership. You complement a straightforward and clear leadership style with empathy and understanding of the day-to-day operations in customer service.

We are looking for someone who has:

• Experience in leading teams, preferably within customer service, call centers, or other service-intensive operations.

• Experience working both operationally and strategically.

• Excellent communication and collaboration skills.

• A genuine interest in people, coaching, and team development.

• The ability and willingness to step in operationally where needed.

• A long-term ambition to further develop as a leader.

At KONE, you will have a central role in a global and value-driven organization where people are always in focus. You will become an important part of a socially significant business and have the opportunity to influence both working methods, culture, and development in daily operations. For the right person, there are good opportunities for long-term growth and taking on greater responsibility within the organization.

This is a consulting assignment starting immediately and will run for at least a year, with a high chance of extension and permanent recruitment to KONE for the right person.

You will work on-site in KONE's newly renovated offices in Kista, together with your team, which creates good conditions for present leadership and collaboration. The office has both a gym and parking to facilitate daily life. KONE offers a stable employer with an international touch, clear values, and a culture characterized by collaboration, accountability, and continuous development.

Apply by clicking the “Apply now” button, uploading your CV, and answering a few questions. We do not want a personal letter. We review all applications continuously, and we encourage you to apply as soon as possible. Due to GDPR, we cannot accept applications via email.

If you have questions about the position, you are warmly welcome to contact the responsible consultant manager Evelina Thimper at [email protected]

At KONE, our mission is to make cities better places to live. We do this by putting people at the center – both our customers and our employees. As a Customer Service Team Lead, you will become an important part of this work.

As a consultant at Jurek, you will have the opportunity to work in exciting environments and develop professionally. With the support of an engaged consultant manager, recurring networking events, and career opportunities, we aim to create a safe and inspiring consulting experience. Jurek was named one of Sweden's 100 most attractive employers in 2024.

Welcome with your application – we look forward to getting to know you!

Jurek is a specialized partner in recruitment and consulting services, helping companies find the right skills within Finance, Law, Banking & Insurance, and Business support. Our experienced team combines industry knowledge with a strong network to create accurate and sustainable matches. As a candidate, you will have access to both permanent positions and consulting assignments, as well as a professional and transparent process. We work long-term, personally, and with high quality – to create the best possible experience for both clients and candidates.