Head of Recycling and Customer Guidance with a focus on people, operations and citizen experiences

ReQT Consulting is seeking for Provas Forsyningsservice A/S - the utility company of Haderslev Municipality

Do you want to lead an important customer service function where people, leadership and social responsibility go hand in hand?

At Provas you get the opportunity to set the direction for a customer service function with great importance for both citizens, employees and daily operations. You will lead the customer service and guidance that takes place by phone and by email as well as at the recycling centers – and you will play a central role in creating community, structure and strong collaboration across the organization.

We are looking for a present, competent and clear leader who thrives in working with people, is motivated by development and can create followership in “co-led” teams. You will become part of a strong leadership community in an organization with high engagement, great social significance and a focus on delivering the best possible experience for citizens (which we also call customers).

Are you our new colleague?

We imagine that you come from a role where you have worked with management and customer service in close proximity to an operational or service organization. You are curious and motivated by getting people, collaborations and processes to work in practice and thrive in a role with many points of contact.

As a leader you build trust and followership through clear communication, involvement and presence. You have the ability to let employees bring their competencies into play, where you support through balanced directive and framework setting when the situation requires it. You work in a coaching and facilitative manner and manage to create structure, engagement and strong communities.

In addition, you have experience with leadership, interest in behavioral design and user behavior, as well as a desire to work in an organization shaped by development, changes and a focus on delivering a good citizen experience. You will join a strong leadership community across the company, where we together take responsibility for the whole.

About Provas

Provas is the Haderslev Municipality’s utility company, delivering drinking water and handling wastewater, waste and recycling for the municipality's 56,000 residents. The initiatives have great importance for future generations by ensuring a sustainable water cycle and resource recycling.

Provas is a modern company with about 80 employees. About half work in physical operations, and the rest mainly work in offices. There is a flat hierarchy, so top management is not a prominent concept in daily life. The leadership style at Provas is inclusive and supportive, and there is a clear involvement of employees, so everyone develops with the tasks and together find the best solutions.

In Provas, both head and heart are involved. Therefore there is a strong emphasis on employees having a talent for listening, cooperation and recognizing a good argument.

Your new job is a key role …

As the leader of our recycling and customer guidance teams, you will have the daily management responsibility for both customer service staff and the guides at the recycling centers. You will be responsible for about 19 employees spread across 4 in customer service and 15 guides plus a small group of hourly substitutes who serve three recycling centers.

Your most important task will be to create cohesion, well-being and direction in an organization where employees' responsibility through co-leadership is important. The role is therefore largely about leadership, employee development and facilitation – more than classic operations.

Among other things you will be responsible for

• Daily leadership of the “co-led” teams in customer service and at the recycling centers
• Creating strong relationships, community and collaboration across teams and locations
• Supporting the right staffing and coordination in everyday life
• Supporting a culture characterized by co-leadership, empowerment and responsibility
• Being visible and present at the recycling centers and in customer service
• Ensuring high quality in customer dialogue and user experience
• Contributing to development and optimization of workflows and collaborations
• Actively participating as part of Provas’ cross-functional leadership team

Generally, we expect all of us at Provas to …

• have a solution- and service-oriented approach, where everyone takes responsibility for the whole
• unprompted help each other in daily life, and that across professional groups or organizational departments we collaborate to create value for the consumers
• frankly say things as we see them – and know that others may see things differently
• share experiences of successes and experiences of things that ended differently than expected – this provides a basis for learning and development
• put the welfare of our core task before the organization and the welfare of the community before the interests of the individual

… So here you don’t just get a leadership role – you get the opportunity to help shape the future broad customer service and user experience across Provas’ business areas with a particular focus on the waste and recycling area. At the same time you will become an important sparring partner for the Operations Manager Malene Staub, whom you report directly to, and thus play a central role in the continued development of the area.

At Provas you can look forward to …

… an exciting and varied leadership position in a well-functioning company with a strong focus on leadership and development of employees and user experience. You will experience a company with skilled and competent colleagues who place emphasis on high professionalism, cooperation and community – where we have clear expectations of one another.

In Provas we have an ambition to create followership and collaboration and to support a culture and values with strong relationships that build up and where we take responsibility for one another. We have a strategic goal of a culture with solidarity, diversity, openness, good dialogue, and where challenges and conflicts are addressed before problems become large. At the same time we will shape a culture where we all see ourselves as responsible for the community and our shared task – and where we all take responsibility for it.

At Provas, employees’ development and well-being are important – this also applies to leaders. Therefore, flexibility in the workday is offered in the form of flex time and the possibility to work from home, good opportunities for professional and personal development as well as staff benefits, including health insurance, canteen scheme, fruit, coffee, break exercises, etc. Conditions vary for different professional groups, but within the framework of possibilities we have an open, inclusive and accommodating approach while focusing on the value we collectively create as a company.

No one knows everything, and much can be learned. When we recruit, we look for capable people – which means we seek people with strong professional knowledge and strong personal qualities. People who can and want to develop themselves together with others.

Application deadline

22.11.2026 – but preferably earlier.

Start date

01.02.2027 – but preferably earlier

Interview process

Will take place during weeks 48-52

Apply for the job

You can apply by uploading your CV, application and other relevant papers via the button “Søg stillingen".

The process is handled by consultant Hans Hermann from ReQT Consulting. If you would like more information about the job as “Head of Recycling and Customer Guides”, you are welcome to contact consultant Hans Hermann at tel. 26184844.