Manager Customer Service Partner Management

Who we are

We’re here to connect you to what matters most, and by doing so, empowering societies. As a Telenor employee, you will be part of a large, international organization that goes beyond customers – we want to play an important role in the societies we serve. Being connected can change your life, and we’re serious about helping our services make the widest possible impact. 

We are looking for a driven and experienced Manager for our Customer Service Partner Management team to join our Customer Service & OTS department within Consumer Division. You will be a leading player in our ambitions of making Telenor’s Customer Service a standout service organization in the Swedish telco market!

Telenor is rapidly heading towards a digital and data driven future and we are looking for people with a natural proactive drive who wish to make a difference.

What you will do

As Manager for our Customer Service Partner Management team, you will be responsible for Customer Service Operations and Delivery. Within your area, you will ensure that our Customer Service is performing according to Telenors ambition of creating best in class Customer Experience (NPS). You will work in areas such as contact resolution, sales and churn retention with a will to always improve our way of work and to reach our goals. You will continuously implement changes in business model and partner contracts to align with the business needs.

You will lead a team of eight highly qualified team members with various responsibilities within Customer Service. You work closely with and lead our Customer Service Partners to make sure that they have the conditions and activities in place to reach Telenor’s strategic targets according to Telenor’s way of work and code of conduct. You will be a part of Customer Service & OTS Management Team.

Your key responsibilities
* Responsible for contractual business KPI’s for Customer Service; customer experience/NPS, contact resolution, sales and churn retention
* Responsible for relationship with Customer Service partners
* Lead the way by being a role model and push the team in building a strong Telenor culture in customer front
* Be the face of Customer Service internally in Telenor, promoting and storytelling about Customer Service

Who you are

To succeed in the role as Manager Customer Service, we see that you have a big passion for customer service and a will to always improve and find new ways of work. You have an analytical and structural mindset, and you are a proven leader with previous experience from leading teams in a high paced environment.

You have a natural ability of developing large organizations with strong sales and results culture. Your work is characterized by a data-driven approach in combination with an ability to see connections and understand the overall impact on the channel. As we work in a challenging environment with a high tempo, you need to be a flexible and unpretentious team player with a positive attitude.

Your experiences
* 5+ years of leadership experience
* University degree in Economics, Engineer or similar is meriting
* Customer Service experience is meriting

Our promise

A balanced workforce is key to our success. To secure that, we’re committed to fostering a working environment where our employees are supported and empowered in all areas of their work. We promise you a company eager to learn and rapidly adapt to a digital world where you will be welcomed into a skilled team of professional and knowledgeable colleagues. In addition, you will get:
* A flexible way of work – We believe that flexibility and freedom to choose where and how to execute your work is a driver for performance, engagement and work life balance. We also believe in the power of better together and that the team spirit develops when we meet and interact in person, therefor our offices act as magnets for collaboration, creativity and company spirit
* A generous health and benefit package with for example wellness grant, health insurance, ”give me a break”-days, occupational pension and much more.
* Development programs to deepen your knowledge and broaden the competence.

Come join us now

If you would like to know more, please contact Hassan Mustapha, Hassan.mustapha@telenor.se.  Please apply by following the “apply” link in the ad. We do not evaluate CVs sent directly to us on email. 

Good to know
* According to Telenor's policy, we conduct background checks on the final candidate for all recruitments
* Application deadline: We evaluate candidates continuously so please apply today
* Location: Solna, Stockholm