Service Development Specialist – Customer Contact Center

<p>Veikkaus creates joy through games and protects it. We want to make sure that gambling in Finland stays on the joyful side. All our actions are guided by sustainability. We want to be a trailblazer in the gaming industry, and a trendsetter of responsible player experience. Wellbeing is our passion. It is important that our employees enjoy coming to work every day. We offer versatile and extensive employee benefits. With us, you get to do work that makes a difference, in a spirited work community that is constantly developing. Let’s work together – to keep gambling on the joyful side.</p> <p><strong><u>Service Development Specialist – Customer Contact Center</u></strong></p> <p><strong>Do you have experience with agile ways of working and a passion for service development?</strong></p> <p>We are looking for a <strong>Service Development Specialist</strong> for Veikkaus’ Customer Contact Center. This is a fixed-term position until July 2026. The role is set to begin in June or as agreed.</p> <p>At the Customer Contact Center, we provide multichannel customer service for Veikkaus’ consumer customers and partners every day of the year.</p> <p><strong>About the position</strong></p> <p>As a Service Development Specialist, you will work in the support team and be part of the unit’s steering group. You will help develop the unit’s operations together with three other specialists and the unit’s managers.</p> <p>In this role, you will be responsible for planning, guiding, and coordinating actions that aim to improve customer experience. You’ll work closely with your team, the unit, and key internal stakeholders. Your work includes developing the unit’s operational models and processes, participating in Veikkaus’ projects, and ensuring smooth implementation of project deliverables within the unit.</p> <p>We work in sprint cycles, and as a Service Development Specialist, you’ll support the team’s agile practices, monitor goal achievement, and actively contribute to target setting.</p> <p>In our support team, a focused and determined mindset is combined with a relaxed, cheerful team spirit. Our work is structured but fast-paced: changes can happen quickly, and responding to them is a natural part of our daily operations.</p> <p><strong>We expect you to have:</strong></p> <ul> <li>Fluent Finnish and English skills</li> <li>The ability to drive progress with determination and deliver results</li> <li>Experience in project work and hands-on coordination of projects</li> <li>Experience with agile methodologies and developing agile practices</li> <li>Experience in developing service processes and working methods</li> <li>Strong facilitation skills and the ability to work both independently and as part of a team</li> </ul> <p><strong>We particularly value:</strong></p> <ul> <li>Understanding of the customer service environment – this will help you adapt to the role more smoothly</li> </ul> <p><strong>Ways of working:</strong></p> <p>Your primary workplace will be at Veikkaus headquarters in Pohjois-Haaga, Helsinki, conveniently located with good transport connections. At Veikkaus, we follow a hybrid work model, offering flexibility to combine remote and office work.</p> <p>In the support team, we especially value shared office days – working together in person strengthens our team spirit and brings out the best ideas. We believe that face-to-face collaboration enhances daily work and makes development efforts more impactful.</p> <p><strong>What we offer you:</strong></p> <ul> <li>Extensive employee benefits</li> <li>A meaningful role: you will be at the heart of development, improving the customer and partner service experience and operations at Veikkaus</li> <li>A strong team spirit: we work seriously but with a cheerful mindset – in our support team, we support each other, share laughs, and succeed together</li> </ul> <p>It is important to us that everyone can come to work as their authentic selves. We value diverse backgrounds, skills, and perspectives, and believe that success comes from working in diverse teams. We encourage individuals from various backgrounds to apply for our jobs. You can read more about us, our benefits, and work culture <a href="https://www.veikkaus.fi/fi/yritys#!/tyopaikat/tech-osaajat" rel="nofollow" target="_blank">here</a>.</p> <p><strong>Interested?</strong> Send us your application and CV <strong>by May 26th</strong> at the latest. We will interview suitable candidates already during the application period, so we encourage you to apply as soon as possible!</p> <p>For more information about the position, please contact Customer Service Manager Petra Fäldt on May 16th, at 12-13 or May 22nd, at 9-10, tel. +358 9 4370 4553.</p> <p>Veikkaus as a company will perform a drug test and credit check to the person selected for the position. </p> <p></p> <p>Tuotamme peleillä iloa ja suojelemme sitä. Haluamme, että suomalaisten pelaaminen pysyy ilon puolella. Tässä työssä vastuullisuus ohjaa kaikkea to