Do you want to support the Nordic organisation in putting our customer in the forefront of everything we do? Do you have a business mindset and have experience in leading a team? Look no further! We are looking for a temporary Team Manager to join our Nordic Customer Service Centre for 6 months. 

At the Customer Service (CS) function, we contribute to H&M Groups vision and growth by making our customers lives easier, providing our customers with exceptional guidance and inspiration, whenever and wherever they connect with us. We serve customers to all brands within H&M Group, through their full shopping journey's. The organisation includes around 3500 colleagues globally and 17 established CS Centers around the world, so far. We are on an exciting journey to meet and exceed our customers' expectations - today, tomorrow and in the future. 

Our Customer Service Center is open 364 days per year with the opening hours: 
Monday – Friday 08.00-20.00 
Saturday – Sunday 09.00-18.00 
(With exceptions for a few bank holidays) 

In the role as Team Manager, you balance out business- and people interest while having the company direction in focus. You will manage a team of 20-25 agents and provide guidance to them. You are responsible for managing and motivating your team members in their personal- and team development. 

To succeed in the role, you need to be able to take fast decisions and lead the team according to set goals. You will continuously work to improve the performance and the results with individuals and the team as the focus should be on the customer and your KPI’s.  

You will lead by setting a good example and by creating an inclusive, diverse, and engaging environment. You work closely with the Training & Quality Coach when continuously improving your KPI’s and the customer experience. 

Additionally, your responsibilities will be: 

• Analysing your teams KPI’s and its development 
• Personnel responsibility   
• Staff and talent development and assessment  
• Drive continuous improvements 

You will also contribute to a work environment where your team and colleagues want to work, and where customers feel valued. By acting in line with our values and our leadership expectations and being a role model, you contribute to H&M’s business success. 

You are result-oriented leader with a business mindset, you have excellent people skills, and your leadership style is both coaching and supportive. 

We believe you can communicate clearly, build trust, and build strong collaboration. As a person you are analytical, proactive, and have a “continuous improvement" mindset while also having the confidence to take fast decisions.  

To be successful in this role, we believe you also have: 

• Bachelors’ degree in relevant field or equivalent experience is meriting 
• 3+ years’ experience as a team manager/leader for similar sized team 
• Proven strong leadership skills 
• Ability to handle high complexity  
• Experience in customer service environment is meriting 
• Highly proficient in spoken and written Swedish 
• Proficient in spoken and written English 
• Other Nordic languages are meriting 

This is a temporary full-time position (40 hours/week) for 6 months based in Borås, Sweden and includes working hours during daytime, evening, and weekends. You will report to the Operations Manager. No relocation package is available and requirement to have the legal right to work in the location will be applied. 

If you feel your experience, skills and ambitions are right for this role, please apply with your CV and personal letter as soon as possible. If you have any questions about the role or process, please contact Rusmir Dizdarevic, [email protected]. We review applications on a rolling basis and the role may be filled prior to the last application date, please do not wait with your application. 

H&M Group is committed to creating a Diverse & Inclusive environment and we are actively looking for qualified candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability, or age. 

We look forward to receiving your application!