Welcome to Sundsvall Municipality!

Sundsvall Municipality is one of the largest employers in Norrland with around 8,000 employees and over 300 professions. Together, we fulfill one of the most important missions in society – to create benefits and value for residents, businesses, and future generations. Regardless of the activity, we work towards the same goal: to be a great place to live, work, and thrive.

We are currently in an exciting phase of development. We are a pioneer in digital development and artificial intelligence, leading the work to create smart solutions for the future of the public sector.

Sundsvall plays a central role in the green transition in northern Sweden. We are convinced that the right places for this transition are here. As a municipality, we are preparing to grow by preparing land, creating new educational opportunities, marketing the municipality, and welcoming new residents from around the world.

Your new workplace

Through Contact Sundsvall, we aim to increase accessibility and provide answers to questions and matters of varying scope already at the first contact.

The primary mission of Contact Sundsvall is to coordinate the municipality's services according to the principle of "One way in" by providing citizens and businesses with guidance, information, and qualified service.

We offer an important and interesting role where your skills in service will be in focus. You will be part of a constantly evolving organization where working methods, digital services, and needs change in line with the world around us. Together, we drive development, test new working methods, and adapt quickly to meet the needs of citizens. If you have an interest in social issues, thrive in a changing environment, and are driven to deliver top-class service, this could be your next step.

Your contribution as a municipal guide

As a municipal guide, you are an expert in customer service and provide information and guidance about the municipality's activities. You guide our citizens and businesses via phone and other channels such as chat, email, and reception. You work to resolve matters at the first contact and take ownership of the cases you receive.

Main tasks include:

• Supporting citizens in using e-services and apps.
• Making assessments on whether matters should be handled directly or referred according to established routines.
• Using and documenting in the required operational systems.
• Working towards goals such as handling times, number of cases, and customer satisfaction.

Your workday is scheduled, and you will work shifts on weekdays, evenings, and weekends. You need to have an adaptable and flexible working style as the day may be divided into various tasks.

Your skills and experience

We are looking for someone with a completed upper secondary education, preferably with a social science orientation. You have at least one to two years of experience working with case management across multiple channels in a contact center or customer service. Naturally, you have a very good ability to express yourself verbally and in writing in Swedish, as well as a good ability to express yourself verbally and in writing in English. You have a very good ability to read, understand, process, and convey information via phone and in writing, therefore tests and work samples may be conducted.

We are also looking for someone who has:

• Experience working in various operational systems such as case management systems, telephone systems, mapping systems, or similar.
• Very good computer skills and experience working in many different IT systems.
• Good knowledge of the Office suite and Word.

We consider it an advantage to have:

• Documented experience in change management.
• Post-secondary education or academic credits in service, administration, communication, or other documented education deemed equivalent by the employer.
• Previous experience working in a politically governed organization/authority and an understanding of social issues and the responsibilities of various authorities at a general level.

As a person, you find it easy to collaborate with others and are service-oriented, which is demonstrated by your willingness to help others and your effort to deliver good solutions. We see that you are pedagogical, communicative, and have the ability to identify the needs of residents. As a municipal guide, you need to be flexible and adapt to what situations require. This means that during a call, you may need to switch between different operational systems, handle multiple separate inquiries, or adapt to rapid changes. We place great importance on personal suitability!

About the recruitment process

As a first step in our recruitment process, we use Hubert.ai, which helps us conduct a structured and fair interview with all applicants. This allows us to get an equivalent picture of each candidate and make informed and fair selection decisions. After you submit your application, you will receive an automatic email with a link to a digital interview with Hubert that takes about 20 minutes.

Good to know

Are you interested in learning more about Sundsvall? Click on www.sundsvall.se (http://www.sundsvall.se) or if you are interested in what it would be like to live and work in Sundsvall, you can read more.

We strive for a drug-free work environment, and drug testing may occur upon hiring new staff. We apply smoke-free working hours.

At Sundsvall Municipality, we embrace diversity and welcome employees from different backgrounds. We value the benefits that gender balance and diversity bring to our operations and work to ensure our workplaces are accessible to all.

To ensure the quality of the recruitment process and facilitate good communication with our applicants, we ask you to apply for the position through the link in this ad.

If you are also interested in working as emergency service personnel on standby/part-time firefighter, click on the link:

We kindly decline all offers of advertising and recruitment assistance in connection with this ad.