Team Manager, Customer Service

We are now looking for a dynamic and experienced Team Manager to join our customer service team in Norway!
 
About the role 

In this role, you will be responsible for overseeing Fortum's Norwegian customer service operations. You will play a key part in cultivating a customer-centric culture, optimizing service processes and enhancing the overall customer experience. Your primary goal will be to ensure that customers receive exceptional service, fostering satisfaction, loyalty, and growth for the company. Additionally, you will implement strategies to improve the customer experience while creating a positive, empowering environment where your team is engaged and motivated to deliver world-class service.

In the role you will also oversee and guide a team of 12–15 customer advisors located in Oslo, providing leadership, coaching and support. You will be part of the Nordic-level customer service management team and work closely with your Nordic colleagues.

Your responsibilities:

• Serve as the country-specific contact person for stakeholders.
• Develop and improve the Customer Service operation to meet customer expectations.
• Set clear functional goals and KPIs at individual, team, and country levels.
• Enhance the skills and capabilities of team members through training, coaching, and development programs.
• Focus on continuous improvement, striving to make processes, working methods, and teams more effective and productive.
• Provide leadership and guidance to team members, helping them stay motivated and focused on their tasks.
• Ensure the well-being and job satisfaction of team members.
• Hire, train and supervise customer service representatives.
• Track and assess team performance through KPIs.
• Ensure high standards of customer interactions and support.
• Collect and analyze feedback to improve service.
• Develop strategies to enhance customer loyalty and retention.

    
About you
To succeed and thrive in this role, you should have:

• +5 years of work experience in customer service Team Leader / Manager-level positions.
• Proven track record of developing performance metrics and implementing data-based process improvement action plans driving customer satisfaction.
• Excellent verbal and written communication skills for effective interaction with both team members and stakeholders.
• Strategic, progressive thinker with a keen eye for improving business process and risk management.
• Strong leadership skills and experience, including the ability to motivate and coach team members, influence others, and work with all levels of management and professional staff.
• Good organizational skills to manage time, resources and tasks efficiently.
• Adaptability to handle changing circumstances and unexpected challenges.
• A positive, proactive attitude - especially in high-pressure situations.
• A customer-focused mindset, always aiming to exceed customer expectations.
• Fluent English language skills.

We offer you
At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits, flexible working hours, and hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally.

More information about our culture and benefits can be found here.

Interested?
Submit your application latest on 24.10. We start contacting suitable candidates already during the application period. If you have questions and would like to hear more about the position, please contact Tuulikki Honkanen, tuulikki.honkanen@fortum.com.

We are Fortum
Fortum is a Nordic energy company. Our purpose is to power a world where people, businesses and nature thrive together. We are one of the cleanest energy producers in Europe and our actions are guided by our ambitious environmental targets. We generate and deliver clean energy reliably and help industries to decarbonise their processes and grow. Our core operations in the Nordics comprise of efficient, CO2-free power generation as well as reliable supply of electricity and district heat to private and business customers. For our ~5 000 employees, we commit to be a safe, and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki. fortum.com