Team Leader

We are currently seeking a dynamic and experienced Customer Service Team Leader to join our team in Solna, Stockholm.

In this role, you will lead and supervise a team of approximately 10 customer advisors and coach, ensuring they are well-trained, motivated, and aligned with company objectives. You will oversee daily operations, mentor team members, and drive high performance to meet organizational goals. Reporting to the Senior Customer Service Manager, you will collaborate closely with both local and global colleagues, fostering a positive and productive work environment.

This is a temporary position for the period 01.04.2025-31.03.2026.

About the role

Your responsibilities:

• Lead and support team members in daily operations, offering guidance and assistance.
• Monitor and evaluate team and individual performance to ensure that targets and service standards are achieved.
• Conduct training and provide ongoing coaching to develop team skills.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Ensure adherence to company policies and service standards in all customer interactions.
• Motivate the team, fostering a positive and collaborative work environment.
• Efficiently manage resources to meet service demands.

About you

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

• Proven experience in team management within a contact center environment.
• Strong leadership skills, with the ability to inspire, motivate, and guide a team to achieve high performance.
• Excellent verbal and written communication skills for effective interaction with both team members and customers.
• Good organizational skills to manage time, resources, and tasks efficiently.
• Adaptability to handle changing circumstances and unexpected challenges.
• Strong conflict resolution abilities to manage team and customer issues.
• A positive, proactive attitude, especially in high-pressure situations.
• A customer-focused mindset, always aiming to exceed customer expectations.
• Fluent Swedish and 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.

Interested?
Submit your application latest on 18.02.2025 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.

To be selected for the position, the applicant must go through background clearance and a health examination including drug testing.  

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