Citizen Service

Citizen Service is part of the Municipal Management Administration and consists of Customer Center and Internal Services. The Customer Center is located in the Municipal House and aims to make it easier for citizens to contact the municipality, get answers to their questions, and provide feedback.

All employees at the Customer Center work as generalists and respond to the most common questions from citizens. Additionally, they belong to one of three specialist groups. We are currently looking for a new employee for the group specialized in questions about streets, water, waste management, and construction.

The unit currently has about 25 employees.

Your new job

With us, you will meet citizens every day, primarily via phone, but also via email, the web, and in-person meetings. You provide clear and accurate answers and help citizens navigate the municipality's world. Some calls may be long and complex, while others are short connection calls where you quickly direct the citizen to the right person. Your task is to keep the focus on the citizen and handle the cases professionally so that you can assist the next person just as effectively. The pace can be high, making the work varied and stimulating.

You will work in an engaged team with other municipal guides in an open office landscape where colleagues are close by for support and advice. Your most important tools are the phone and computer; while answering, you will also enter information, search for data, and resolve cases in our systems. You will have written instructions and knowledge articles to assist you.

The Customer Center works on behalf of the municipality's various administrations, making the work varied and constantly evolving with changes within the municipality. Here, you will have the opportunity to grow, learn new things, and contribute to improving the municipality's service every day!

Working hours: 08:00–17:00

Common tasks

Answer questions about streets, water, waste management, and construction.
Receive and handle phone calls and visits.
Manage digital cases, primarily via email.

Your qualifications

Requirements

To thrive and succeed in this role, you need to meet all of the following:

Positive, energizing, and solution-oriented; you take initiative and spread joy.
Professional in service and reception, always with the customer in focus.
Enjoy collaboration and flexible workdays where changes are the norm.
Able to prioritize and maintain focus on what is most important at the moment.
Technically savvy and quick to learn new IT systems; can handle a computer and phone simultaneously.
Very good Swedish in speech and writing and comfortable with English.

Meritorious

Experience in customer service via phone – describe in your cover letter.
Samí language in speech and writing.

We are looking for you

We are looking for someone who has service in their blood and genuine joy in helping others. You are calm, attentive, and accommodating, always striving to find smart and effective solutions that make a difference for those you meet.

You are a team player who collaborates smoothly with others, listens actively, and communicates clearly even when situations become challenging. You handle conflicts constructively and with respect for everyone involved.

As a person, you are stable and secure, even in a high-paced or stressful situation. You have the ability to prioritize what is most important and maintain focus on the right things without losing calm or perspective.

Your communication is clear, engaged, and adapted to the situation – whether you are meeting individuals or larger groups. With your approach, you create trust, security, and a positive experience every time.

You express a positive attitude towards your work, the organization, and/or the business. You act in accordance with decisions made, the operational plan, goals, policies, and guidelines.

A greeting from your future manager

Hello!

With us, you get a chance to truly make a difference for our citizens every day in an environment that is both varied and educational. We are an engaged team where we support each other, share knowledge, and have fun together, while always putting the citizen at the center. Our DNA breathes citizen benefit.

With us, you will have the opportunity to develop, learn new things, and contribute to making the municipality's service even better. I hope you feel inspired and curious to become a part of our team.

How the recruitment process works

Interviews may be conducted on an ongoing basis. We ask that you attach your CV and cover letter to your application. Grades/certificates do not need to be sent with your application; we will ask you to provide them if you are selected for an interview.

The municipality of Östersund has considered the choice of advertising channels before advertising and therefore requests no calls from recruitment firms and ad sellers.

What do we offer?

The municipality of Östersund offers you benefits such as paid vacation from the first year of employment, vacation exchange, wellness grants or wellness hours. Through our benefits portal, you can access independent pension advice and a variety of discounts and offers. You can also receive quick and professional support from various specialists, such as psychologists, lawyers, and economists, through the Employee Support service. You can read more about our benefits on our website: https://www.ostersund.se/naringsliv-och-arbete/jobba-hos-oss/sa-har-jobbar-vi/lon-och-formaner.html (https://www.ostersund.se/naringsliv-och-arbete/jobba-hos-oss/sa-har-jobbar-vi/lon-och-formaner.html)

About the Municipal Management Administration

In the work for a better Östersund, democracy and development play a crucial role. Within the Municipal Management Administration, we work with citizen service and democratic assignments related to politics. Here you will also find our business developers, economists, HR consultants, communicators, IT specialists, and administrators, among others.