**About the Role**
We are looking for an engaged Team Leader who shares our passion for customer and member service and wants to help take us to the next level! The position will be based in Umeå, Skellefteå, or Luleå. You will play a crucial role in improving processes and work methods while continuing to contribute to a learning culture. If you have the ability to understand the needs of both customers and employees, are coaching and solution-oriented, and enjoy collaborating – then you are the right fit for us!
**Description**
As the Team Leader for Customer and Member Service, you will lead your team of approximately 23 employees alongside your fellow team leader to provide our customers and members with the best service with high availability. The team is located close to our customers in 9 locations within the operational area. The team's mission consists of contract management and member inquiries, where we assist customers via phone, digital channels, or in-person visits. Case management and communication with residents and members are significant aspects of the daily work for employees.
In your role, you will coach and lead employees towards common goals and work closely with other team leaders at HSB Norr to foster an efficient, sustainable, and positive work environment. Naturally, we want you to contribute to our most appreciated member benefit by taking on the role of HSB representative in one of our member associations.
**Responsibilities**
Your responsibilities will include, among other things:
- Personnel responsibility with goal-setting and development discussions, salary discussions, and regular coaching sessions to lead, motivate, and develop your employees.
- Operational planning and budget responsibility for your department.
- Personnel planning, recruitment, and scheduling to optimize operations.
- Driving various improvement projects, analyzing customer flows and key metrics, and ensuring the team meets set goals.
- Developing processes for increased customer satisfaction and high efficiency.
**Personal Attributes**
We will place great emphasis on personal qualities in this recruitment. We are looking for someone who shares our values and is a natural and present leader who fosters participation and engagement among your employees. It is also beneficial if you have experience leading remotely. You are accustomed to taking initiative and driving improvement proposals within your department and the broader organization. You have the ability to build relationships and communicate easily both verbally and in writing, adapting your communication to the audience and situation. You should also be driven by achieving results in your role and be skilled in planning and structuring.
**Qualifications**
We would like you to have:
- A couple of years of experience in a leadership role with personnel and budget responsibility.
- Experience in a customer-facing operation that includes service and administration.
- Experience and good knowledge of digital solutions.
- Experience in leading and driving projects/improvement initiatives.
- Good command of Swedish and English, both spoken and written.
- Completed upper secondary education.
- A valid driver's license (B).
We would prefer if you have:
- Experience from a similar role recently.
- Leadership training or other further development in leadership from a previous role.
**Conditions**
The position is a permanent employment with a start date according to agreement, preferably as soon as possible. The position will be based at our office in Umeå, Skellefteå, or Luleå. Travel is required as we have operations in Norrbotten and Västerbotten.
In this recruitment, we are working with ongoing selection, which means we may call for interviews before the application deadline has expired. The final application date is December 12, 2025. Would you like to know more? Please contact Business Area Manager Jan Lundmark at phone 070-5440019 or
[email protected].
**About HSB Norr**
HSB Norr is the northernmost of the regional HSB associations, operating from Umeå in the south to Kiruna in the north. We are owned by our approximately 40,000 members, and our mission is to collaboratively create good, sustainable housing. Our service offerings are broad and include management services and services in property development, newly produced condominiums, rental apartments, housing savings, and membership for housing cooperatives and individual members. We work towards increased resource efficiency, reduced climate impact, and the development of sustainable services and products. HSB is also an important societal actor contributing to an inclusive society that values equality and diversity.
Do you share our passion for creating the sustainable housing of the future?
To learn more about us at HSB Norr, please visit our website https://jobb.hsb.se/pages/hsb-norr for more information regarding benefits and roles.