Community Guide with a Focus on Quality and Coaching

Jönköping Municipality is a large employer with hundreds of different job roles. We are growing in line with the development of the municipality with more residents, more housing, and a larger range of services. We are always on the lookout for new competencies - employees with diverse backgrounds and experiences, united by the common drive to create a better municipality to visit, live, work, and reside in.

Your New Job

As a community guide at the contact center, you have one of the municipality's most important and outward-facing roles. You are often the first point of contact with the municipality and meet citizens via phone, email, chat, and in-person meetings. With attentiveness and clarity, you provide guidance and answers to questions regarding the municipality's services and operations.

This position is a combined role as a community guide and business developer, with a clear focus on quality, coaching, and competency development in the contact center. The assignment is combined with operational work as a community guide to have a clear anchoring in daily work and meetings with citizens.

In the Role of Business Developer

A central part of the role is to drive and develop the contact center's methods regarding quality, coaching, and competency development. The assignment includes, among other things:

• driving and following up on quality in citizen interactions through active listening, reviewing written contacts, and structured feedback
• working operationally with individual coaching of community guides, focusing on interaction, professional communication, and conversation techniques
• planning, conducting, and developing internal training and coaching sessions, both for individuals and groups based on the needs of the operation
• identifying patterns, development needs, and areas for improvement in daily work and contributing with data and proposals for joint development efforts
• working closely with the contact center manager to strengthen quality, coaching, and competency development in the operation

The role requires you to use analyses of conversations and written contacts as support in coaching and development work for individuals and teams.

You work closely with colleagues in the team but also have many points of contact within the municipality's various operations. The role requires both confidence in operational work and the ability to see the bigger picture and drive development.

In short: you are both a community guide in daily operations and a key person in the contact center's quality and development work.

Your Competence

We are looking for someone who is confident in meeting people and has a strong commitment to service, interaction, and quality. You are communicative, structured, and have the ability to see the bigger picture while working closely with the operation. You enjoy taking responsibility, providing feedback, and contributing to the development of others.

You need to have:

• relevant post-secondary education in areas such as communication, pedagogy, behavioral science, service management, or another area that the employer deems equivalent, or corresponding work experience
• several years of experience working in contact centers, customer service, or similar service operations handling inquiries via phone and digital channels
• documented experience of independently conducting coaching, guidance, training, or workshops
• experience in following up and developing quality in customer or citizen contacts, for example through active listening, reviewing written responses, and structured feedback
• good ability to provide clear, constructive, and developmental feedback, even in situations that may be perceived as challenging
• very good ability to express yourself verbally and in writing in Swedish as well as good knowledge of English
• good digital skills and experience working in multiple systems simultaneously

We Offer You

With us, you get a developing and meaningful job where you contribute operationally and help shape how we work with quality and interaction moving forward. You will be part of a context where collaboration, service, and development are at the center.

Welcome to Us

The contact center is part of the communications department in Jönköping Municipality and plays a central role in the interaction between the municipality and its citizens. Here, community guides work together with a shared focus on service, quality, and continuous development.

Good to Know

The position is a permanent full-time employment with a start date according to agreement. The application deadline is March 8.

Selection and interviews may take place continuously during the application period.

Want to Know More?

Welcome to contact Caroline Laveklint, contact center manager, phone: 036-10 21 69, email: [email protected]. You can find union representatives here (https://www.jonkoping.se/jobba-hos-oss/sa-soker-du-jobb-hos-oss/fackliga-foretradare-pa-stadskontoret).

Together, we make Jönköping Municipality better – for everyone. Come and work with us. Welcome to apply for the position!

Jönköping Municipality strives to offer an attractive workplace that is free from discrimination and provides equal opportunities for all.

In preparation for the recruitment process, we have made decisions regarding recruitment channels and marketing. We kindly but firmly decline all calls regarding advertising and recruitment assistance.