Ref: 20260423

Job Responsibilities

We are looking for a substitute development secretary for the contact center where you play a central role in supporting management and the unit in areas such as staffing planning and procurement/contracts. The work includes both operational and strategic tasks.

With a new scheduling system, you will be an important resource, where your ability to coordinate, structure, and drive work forward becomes central. The work also includes ensuring the unit's procurements as well as the development, management, and follow-up of the unit's contracts.

An important part of the assignment involves analysis, development, and process work. You will collect and analyze data, statistics, and follow-up materials to support decisions and development in areas such as staffing planning.

Qualifications

The contact center is looking for someone who is creative with analytical skills and has a strong interest in improving work methods in daily operations. You are attentive and can capture needs and identify development opportunities through constructive dialogues.

By working with a holistic perspective, you actively contribute to developing and driving your assignment forward. You enjoy working both independently and collaboratively, and you have a coaching and solution-oriented approach in your daily work. Your social skills make it easy for you to create and maintain good contacts, and you are confident, accommodating, and have a strong sense of service in all interactions.

A minimum of a 3-year (180 credits) university or college education in computer science, human resources administration, social sciences, or equivalent.
At least 2 years of experience working in the public sector, preferably in a politically governed organization focused on quality and operational development, as well as statistics and analysis work.
A good ability to communicate in Swedish and English, both orally and in writing.
Very good skills primarily in Excel but also in PowerPoint and Word.

Meritorious

Experience from contact centers/customer service
Experience in procurement/contract management
Experience with the Astrada scheduling system

About the Workplace

The contact center is Malmö residents' gateway to the city of Malmö, offering citizen services via phone, email, chat, and in-person visits. Here, municipal guides answer questions, guide through the web and e-services, receive reports of issues and feedback, and refer to the right person or service when needed. The unit also includes consumer advisors who provide advice and support regarding complaints and purchases of goods and services, as well as business navigators who help new and existing entrepreneurs navigate among permits, laws, and regulations related to doing business in Malmö.

The contact center is part of the municipal services department. Municipal services has about 700 employees across six different operational areas. These areas are: HR services; contact center; service trips; cleaning services; internal services; and accounting unit. The mission is to provide qualitative, sustainable, and cost-effective services to Malmö city's administrations and residents. Municipal services offers equal service for all, high availability, and professional treatment.

The service administration is divided into five departments and offers everything from transport services to IT and answering citizens in Malmö city's contact center. We maintain streets, parks, green spaces, and beaches, manage all of Malmö city's buildings, and ensure that our school students receive good and nutritious food. Together, we are a smart service partner to the city.

The operations of Malmö city are organized into 14 administrations. Our common mission is to create welfare and sustainable community development. Together with the residents of Malmö, we are developing an even better city to live, work, and be in; differences, life experiences, and talents make Malmö a smart city in the heart of Europe. The world's knowledge is here.

Read about Malmö city as an employer here malmo.se/jobb (http://malmo.se/jobb)

Information about the Position

Employment form: Substitute until 31/10-2027
Scope: Full-time
Number of positions: 1
Start date: By agreement

Other

At the service administration, we have a common leadership strategy to promote good leadership for you as an employee and a good operation for the residents of Malmö. We want both our employees and leaders to have a good working environment and develop with us. Read more about the leadership strategy here.

Malmö city strives for employees to reflect the diversity present in the population. We therefore welcome applicants who can contribute to meeting the needs of Malmö residents as an employer.

Please note that Malmö city has removed the personal letter from the application process and replaced it with selection questions, this for a more inclusive recruitment process and an efficient candidate experience for you as a job seeker with us. Your answers will be an important part of our selection work.