Head of Customer Center

What's in it for you?

You should choose Northmill if you want to take part in a unique journey that will give you the opportunity to develop yourself and a chance to make a difference. If you are the kind of person that dares to get out of your comfort zone and explore, Northmill is perfect for you.

You will get a bunch of friendly, driven and nerdy colleagues! It's a big part of our success story. In addition to endless interest in innovative technologies, consumer credits, IT security, and data, we are experts in everything from football, dogs, Nintendo, interior design, technology and more. You will also enjoy fun stuff like daily breakfasts, education forums and social events in our brand new office with an astonishing view over Stockholm city.

The scope of your role

As Head of Customer Center, your role is to set the strategy for the Customer Center, ensuring this is aligned with company goals, and to empower customer agents to reach their full potential by leading, motivating and coaching the teams. The Head of Customer Center is accountable for the department as a whole including budgeting, proper staffing and delivering on set KPIs.

Main responsibilities

- Set the strategy for the department to ensure alignment with overall company goals
- Manage the customer center to achieve performance goals
- Track, measure and follow-up on key performance metrics
- Actively work with coaching, developing and training staff to ensure a culture with thriving, empowered and high performing customer service agents
- Ensure Customer Center is an environment where employees can excel through encouragement and empowerment
- Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements in customer service quality
- Improve customer service experience and create engaged customers
- Be responsible for, together with the Customer Operations Manager, the development and improvement service procedures, policies and standards
- Monitor and review processes for ways to make procedures more time and cost-effective
- Make regular reports to COO/management about department milestones and progress
- Together with finance, forecast and budget planning for the department


About You

To succeed in this role we believe that you are a great team player who thrives in a high-paced environment, have good communication skills and always strive to provide world-class service to the customer. We also believe that you are an inspiring & motivating person with great curiosity and perseverance.

Furthermore, you bring:

- Leadership skills, +5 years of experience from a managerial role
- Proven experience as a Customer Center Manager or similar roles
- Strong business acumen
- Excellent knowledge of management methods and techniques
- Recruitment experience
- Passion for coaching, motivating and developing people
- An open mind and are happy to embrace change
- Curiosity and you are driven with outstanding communication & presentation skills
- Results-driven with a customer-centric mindset
- Fluency in Swedish and English


Have we caught your interest?

We encourage you to apply as soon as possible, as we go through the applications continuously.