Job Description

We are now looking for a Customer Service Team Leader to lead a hybrid customer service team in Kristiansand.

In this role, you will be responsible for a team of approximately 10–15 customer advisors handling both inbound and outbound customer contacts, with a strong focus on service quality, sales results and customer experience.

You will report to the Senior Customer Service Manager and work closely with colleagues across Customer Service, Sales, Operations and Training in a Nordic setup.

About the role

As a Team Leader, you are responsible for people leadership, performance and daily operations. You ensure high quality customer interactions while driving both service and sales performance.

Key responsibilities:

• Lead, coach and support a team handling inbound and outbound customer interactions
• Ensure high and consistent quality in customer service and customer experience
• Follow up sales performance, quality, productivity and KPIs at team and individual level

• Drive motivation and accountability to reach service and sales targets
• Conduct regular 1:1s, coaching sessions and performance dialogues
• Support onboarding, training and continuous competence development
• Ensure smooth daily operations and be present on site to support the team
• Identify improvement opportunities and contribute to continuous improvement
• Foster engagement, wellbeing and a positive team culture aligned with Fortum’s values

About you

To succeed in this role, you are a people oriented leader who enjoys combining customer service excellence with commercial results.

We expect you to have:

• Experience in team leadership within customer service, contact center or sales environment
• Strong coaching and communication skills
• Experience working with KPIs, performance follow up and quality assurance
• A structured and proactive leadership style
• Ability to motivate teams in a hybrid and fast paced environment
• Fluent in Norwegian in addtion to having good command of English, both written and spoken

We offer you
At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits, flexible working hours, and hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally.

More information about our culture and benefits can be found here

Interested?
Submit your application and CV in English by 28.04.2026 at the latest. If you would like to hear more about the position, please contact Tuulikki Honkanen through email: Tuulikki.Honkanen@fortum.com.

We are Fortum
Fortum is a Nordic energy company. We generate and deliver reliable energy to our customers and the Nordic energy system while at the same time helping industries decarbonise their processes and grow. Our core operations comprise efficient and best-in-class low-carbon power generation, customer services, and heating and cooling. Fortum’s power generation is already 99% from renewable or nuclear sources with one of the lowest specific CO2-emissions in Europe. We are guided by our ambitious SBTi-validated
emission reduction targets on our way towards net-zero by 2040. For our ~4,500 employees, we commit to be a safe and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki. fortum.com