Head of the Citizen Service at Borgerservice Frederiksberg

Do you want to lead a citizen service that combines solid operations, skilled employees, and the development of tomorrow's service?

We are seeking a leader who is motivated by achieving results through others, and who also wants to be close to the day-to-day work in Citizen Service, where the citizen is at the center.

You will be responsible for 13 dedicated employees and a central role in the development of our citizen service. Together with the employees and the rest of the management team, you must ensure safe and efficient operations while helping to find new and better ways to solve the tasks.

In short, we are looking for someone who can both lead people, develop operations, and translate good ideas into better citizen service.

Welcome to Citizen Service

In the Municipality of Frederiksberg we have a clear ambition to put the citizen at the center.

In Citizen Service this means that we deliver service every day that is simple, efficient, and personal, whether the meeting with us takes place at the counter, on the phone or digitally.

We have smooth operations and skilled employees. But we also have ambitions for more. We will use data even better, develop our workflows and seize the opportunities in digitization and new technology – always with a starting point in the employees' professional knowledge and experience.

Citizen Service is part of the Shared Staff alongside Finance & Procurement, Digitalization and IT, Analysis and Data, HR and Legal.

You will lead 13 capable employees

As the head of citizen service you will have personnel responsibility for 13 dedicated employees who help Frederiksberg’s residents every day.

Your most important task is to create the framework for their success.

This requires a leader who can set direction and priorities, but who is also curious, listening, and close enough to everyday life to understand where the opportunities and challenges lie.

You must create a balance between daily operations and ongoing development. Some days it’s about staffing and prioritization. Other days it’s about developing a workflow, testing a new solution, or having a good conversation with an employee.

You will especially be responsible for four areas

Create a strong and data-driven operations

You will further develop our work with data and system support, so knowledge about inquiries, wait times and staffing is used actively for planning, prioritization and follow-up. The goal is an operation that is proactive and uses resources where they create the most value for the citizens.

Make workflows simpler and smarter

Together with employees and colleagues you will identify improvement opportunities and translate the potential of digitization and technology into concrete improvements for both citizens and staff. You must be able to drive change from idea to implementation and anchoring.

Develop employees and professional excellence

Our most important resource is our employees, and they already have a high level of professional expertise. You must create the framework for knowledge sharing, learning and competence development in a busy daily work environment. Employees must have the opportunity to learn from each other, become more skilled and have the knowledge and tools needed to provide citizens with competent and effective service.

Be a clear and engaging line manager

You will have daily personnel responsibility and contribute to a working environment characterized by trust, professionalism, clarity and collaboration. You must be able to set direction and build followership, even when decisions have to be made or changes implemented.

You will be part of a leadership team with ambitions

You will be one of four leaders in Citizen Service and report to the Department Head Pia de Place. The other leaders are Merete Røder and Karin Alstrup.

We have ambitions to be a strong and complementary leadership team, where we use each other’s different competencies and not only lead our own area. Therefore you should be willing to look beyond your own team and contribute to the overall development of Citizen Service. We work, among other things, on developing our task management across teams based on data and better system support. We have many ideas, high ambitions, and a lot we want to develop.

Who are you?

We do not expect you to be able to tick off everything, but we imagine that you

• have leadership experience and thrive on delivering results through others
• are clear in your leadership and good at building trust, motivation and followership
• can create structure and overview in an operations organization with many daily citizen contacts
• have experience in driving development and change processes anchored in everyday work
• actively use data as a basis for decisions and priorities
• are curious about digitization and new technology and can translate them into better service
• are strong in relationships and collaboration across professional disciplines and organizational boundaries
• can lift your gaze from today’s operations and help set the direction for the future of Citizen Service
• have experience from a politically led organization or from the citizen service area

If you can see yourself at the helm of a capable team and at the same time developing the way we meet and help Frederiksberg’s residents, we would love to hear from you.

The position is full-time and expected to be filled by January 1, 2027. Salary and employment terms follow the applicable collective agreement. In connection with the appointment we will obtain a criminal record certificate.

Application deadline: Thursday 12 November 2026

First interview: Week 47

Second interview: Week 48

The selection will also include personality testing and reference checks.

If you would like to hear more about the job, you are welcome to contact the Head of Citizen Service Pia de Place at telephone 2898 2113, or the Secretary General Merete Røder for Citizen Service at telephone 2898 2504.

Frederiksberg Municipality's leadership framework sets a common direction for good leadership. Read more about our leadership framework here.

Frederiksberg is a vibrant city with a dynamic community. The city’s soul is built on our history and classic heritage and helps shape Frederiksberg’s exciting development as a green, healthy and vibrant part of the Capital Region.

We are a modern municipality serving 104,305 residents. Frederiksberg Municipality aims to promote equality and therefore invites all qualified individuals to apply regardless of age, disability, race, skin color, religion or belief, political views, sexual orientation, gender identity, gender expression, or gender characteristics, or national, social or ethnic origin.