Service Excellence Specialist​

Help us create excellent customer service! At Scandic, excellent service is at the heart of everything we do. Every day, we help our customers prepare for their stay, make them feel welcome and cared for at our hotels, and stay connected after they leave. When customers need help, our ambition is to make it easy for them to get the right support, whatever their question and however they choose to contact us. To support this ambition, we are now establishing a new Customer Service Hub , bringing together our outsourced First Line operation, internal Second Line expertise, and digital self-service in one connected service model. This new way of working requires clear processes, shared quality standards, effective training, and knowledge. We are therefore looking for a Service Excellence Specialist to join our Customer Service Operations team. In this role, you will help ensure that the customer service hub has the right processes, knowledge, and training, needed to serve our customer About the role As Service Excellence Specialist, you will own and continuously develop ways of working that enable consistent, efficient, and high-quality service delivery across Customer Service. Your responsibility is to connect four closely related areas: processes, quality, training, and ways of working. You will make sure that processes and policies are translated into clear ways of working, effective training, and practical guidance that colleagues can use in their everyday work. You will work closely with our First Line partner, our internal Second Line team and colleagues responsible for digital customer service and self-service. You will create structure, coordinate activities, follow up on quality, and turn customer feedback and operational data into concrete improvements. Your work will help our teams deliver service that is consistent, efficient, and of high quality across Scandic and our outsourced First Line operation. What you will do Ensure that processes, policies, quality standards, training material, and ways of working are aligned across First and Second Line Support and provide a reliable foundation for digital self-service. Work together with our First Line partner, setting requirements and ensuring that agreed standards and improvements are implemented. Own, document, and continuously improve end-to-end service processes. Together with responsible for 2nd line support, define and follow up on service quality standards, using customer feedback and operational data. Own the overall training framework and content for first and second line support. Collaborate with colleagues across Customer Service Operations and Digital Customer Services to support the implementation and adoption of new services, tools, automation, and AI. Experiences you bring and share with us We believe you have experience from customer service, contact-centre operations or a similar operational environment. You understand how clear processes, quality standards, training, and knowledge come together to create a consistent customer experience. You also bring experience in: Working with process improvements and ways of working in a customer service or operational environment. Working with service quality, customer feedback, operational data, and continuous improvement. Creating or delivering training, instructions, and practical guidance for customer service teams. Turning changes in systems, services, products, or policies into clear and practical ways of working. To succeed in the role You are structured and comfortable taking ownership. You enjoy creating clarity and making sure that agreed ways of working are understood and applied in daily operations. You combine strong analytical skills with a practical mindset. You can identify patterns in customer feedback and operational data and translate them into improvements that work for both customers and teams. You are a strong collaborator who can build strong relationships internally and with external partners You communicate complex information clearly and adapt it into, processes, and training material that are easy to understand and use. You also have the confidence to follow up, challenge when needed, and can secure that improvements are implemented. The team you will join The role is part of Customer Service Operations within Scandic’s Commercial organization and reports to the Head of Customer Service Operations. You will join us at an exciting time, as our new Customer Service Hub takes shape and new ways of working are established. This gives you the opportunity to have a real and visible impact on how we deliver service across Scandic. Information about the position This is a full-time employment. We only accept applications through our website. All applications will be processed continuously, so please apply as soon as possible. If you have ambitions to develop, we will give you the opportunity to grow in your role. The development opportunities within our organization are endless. We are looking forward to welcoming you to Scandic.