Interim Customer Service Manager (~12-14 months)

Fortum Consumer Solutions division Customer Engagement & Service (CES) function is responsible for providing world class customer experience for our 2,4 million consumer and enterprise customers. Our customer service operations are located in Sweden, Norway and Finland. We are now looking for an Interim Customer Service Manager to lead our Customer Service operations in Solna, Sweden. You will be part of an international leadership team and you will collaborate close to other customer service managers and other key stakeholders in our division.

In this role, you are expected to be an amazing self-driven leader with an exceptional ability to execute on our strategy every single day. Your team is your most important resource. It is therefore important that you are present to them in everyday life by involving and creating enthusiasm. Effective collaboration is a must and you need to be able to utilize and share knowledge and best practices efficiently to maximize the potential of a large organization. We want to be smarter, faster and better, day by day.

We expect you to start in early June, 2022 and work until summer 2023.



Your key responsibilities include:

- Deliver efficient, high-quality customer service to consumer customers through inhouse and outsourced customer service operations
- Day-to-day management of your leadership team and the whole organization
- Develop and implement measures to maximize employee engagement, customer experience, sales and productivity
- Identify team development needs, and guide and motivate the team to reach their goals
- Active participation in developing best practices and harmonizing ways of working between countries and brands


You will be part of Nordic Customer Service Leadership team and you will report to Head of Customer Service, Consumer. Role requires good use of digital collaboration tools as well as some traveling in the Nordic countries.

We offer you:

We offer you a key position, with a lot of visibility. You can use all your ideation and innovation skills to further strengthen our performance in execution of our division’s strategic priorities. You will have great development opportunities in the role, working in cross-functional teams in an agile, creative and high pace environment with strong team spirit.

Your qualifications:

- Strong leadership and people management skills
- Ability to strategic thinking, operational execution and change leadership
- Proven track record of leading an organization with “360 view”: high employee engagement, customer experience, sales and efficiency
- Experience in Customer Service digitization and omnichannel development
- Excellent collaboration, communication and networking skills
- Higher education, preferably in economics, management, administration, etc.
- Excellent communication skills in Swedish and English


Interested?

- Please send your (English) application and your CV via our online recruitment system by Sunday 18.4.2022.
- For further information please contact Sanna Lemmetty, Head of Customer Service, Consumer (sanna.lemmetty@fortum.com).