Customer Advisor, Business Oulu -liikelaitos

We are seeking a CUSTOMER ADVISOR for a permanent position in the advisory team of Business Oulu's Services and Processes unit. The work begins on 16.11.2026 or according to the agreement.

The Services and Processes unit is responsible for the development of cross-cutting services for employment services and the smoothness of processes. The unit's goal is to ensure that customer service is efficient, transparent, and high-quality, and supports the organization's strategic goals. The advisory team operates as part of the unit and is responsible for advisory services throughout the entire Oulu region employment area, providing customers with guidance and solutions to various questions. The advisory team directs new customers to the correct service team according to their industry or service need. The team emphasizes cooperation, customer-centricity, and the ability to find practical solutions to everyday challenges.

The Customer Advisor acts with official responsibility and, using discretionary power, is responsible for official duties in accordance with, among others, the Act on Employment Services and the Unemployment Security Act.

The Customer Advisor's tasks include being responsible for the initial services of new job-seeker customers in the A-TMT information system, which includes official decisions and solutions related to registering customers as job seekers, as well as directing customers to a self-service coach according to their service need. The Customer Advisor provides customers with labor market policy statements and, if necessary, makes inquiries related to unemployment security in accordance with the guidelines agreed upon in the organization. Assessment of service needs and tasks related to unemployment security are also performed in appointment-free services and other electronic customer service channels.

The customer is guided and supported in job searching and applying for services in multi-channel customer service:

• telephone service and chat
• face-to-face appointment-free service
• email and remote advisory

Guidance and support also take place during the initial stage of the customer relationship in situations where the relationship is short-term. The Customer Advisor supports and encourages the customer toward independent job searching and activity with a motivating work attitude and guides the customer to apply for work multi-channeled. They help the customer identify job opportunities corresponding to their skills. The Customer Advisor supports the job seeker in developing their skills by advising and guiding the customer to apply for work or training trials, as well as vocational choice and career guidance. They guide the customer to vocational training or other training that promotes employment.

In their work, the Customer Advisor also serves employer-customers by offering them advisory and guidance regarding development services, recruitment, and starting a business. The Customer Advisor identifies the service needs of employers and companies and directs the customer to the correct service. They also provide employers with advice and support regarding existing services and supports to aid the employment of the unemployed, help the employer find suitable candidates, and promote the filling of open positions by making job offers and searching for candidates for open job and wage subsidy positions in the A-TMT information system. As a Customer Advisor, you participate in various events and occasions that promote labor market matching and lower recruitment thresholds. Employer cooperation is carried out in collaboration with Business Oulu's business services and the actors of BusinessAsema.

The Customer Advisor participates in development work from their own role. They may be responsible for a service related to a specific customer target group or the development of internal operations. The Customer Advisor's job description is versatile and multi-channel, so the work requires the ability to organize one's own work and flexibility to ensure customer service. In exceptional situations, the role may include covering for other BusinessAsema employees and other tasks as needed.

The eligibility requirement is a suitable higher education degree or other suitable vocational qualification and extensive expertise acquired in the work.

The work requires an independent and goal-oriented working style, the skill to serve various customers using face-to-face and other service channels, and the expertise to solve problems in situations where there is not always a ready-made operating model.

The position requires:

• labor market expertise
• knowledge of education and service systems
• knowledge of legislation related to initiating the job search process for immigrant customers
• knowledge of the services offered by the cooperation partner network of Business Oulu and BusinessAsema
• mastery of the legislation guiding the work and the ability to apply it
• information retrieval skills and management
• IT expertise
• readiness for change and a developmental work attitude
• the ability to manage one's own work
• a solution-oriented work attitude
• a customer-oriented service attitude and customer service experience
• good organizational skills and the ability to acquire new things
• fluent English language skills
• good interaction, cooperation, and negotiation skills

As an advantage, good customer service skills and knowledge of labor markets and educational opportunities are considered.

The person selected for the position must present an acceptable medical certificate of their state of health before assuming the duties.

The City of Oulu uses a six (6) month probationary period for permanent positions.

The position is primarily applied for using an electronic application form. If it is not possible to submit the application electronically, the application shall be delivered to the address Oulun kaupungin kirjaamo, PL 71, 90015 Oulun kaupunki, visiting address Kansankatu 55 A. The application must mention the position-specific diary number OUKA/13036/2026. Applications must be submitted by 8.10.2026 at 16:15.