SATS Group is the leading provider of fitness and training services in the Nordics with 275 clubs, 10 000 employees and a member base of 721 000 members. The Group consists of the brands and concepts of SATS, ELIXIA and Fresh Fitness. We operate under ELIXIA brand in Finland and have 32 clubs in Helsinki region, Tampere and Turku. Our vision is to “Make people healthier and happier”.
When you work with us, your most important task is to inspire people and motivate them at their own level with positive challenges, big and small. We want to be part of the bigger picture in the society - make exercise a good habit for anyone at any level.
ELIXIA member care team is now looking for an operational Team leader to join our member care department at the Finnish service office! The position is full-time and permanent employment. Our member care provides great customer service to all our members as well as colleagues.
We are looking for a person who wants to contribute to the exercise journey of our members and who likes to deliver the best possible customer service experience to our members! One of customer services team most important tasks is to inspire people to exercise. We also help members and colleagues in the centers with questions about membership, terms and conditions, payments and advice on our services, products, and processes etc. We expect our new colleague to be passionate about customer service and understand the importance of building relationship with coworkers and stakeholders inside our company in the whole Nordics! In customer service, we take responsibility, think and act according to our values #members first. Are you motivated to develop and support our customer service team in Finland to be even better?
Here's how you can help make a difference:
You will:
- have an operative team leader role and work on helping all our members in all channels (phone, chat, some, and e-mail) together with the rest of the customer service team.
- be responsible for supporting the team together with the Head of member care in different areas such as:
- implementing our operating model, processes and routines for the team
- focusing on quality assurance and providing the best customer service experience for our members.
- day to day operational challenges
- planning and scheduling our channels’ opening hours as well as team’s working hours
- report to Head of Member Care and will be the second in-line for the department.
- be the "go to" person, have the experience of how to motivate, coach and develop a team to a higher level with a best practice philosophy
- always have your target on the teams results and potential
- walk the talk every day: inspire our members to exercise more and/or try something new.
Is this a description of you?
You have:
- a bachelor’s degree (or equivalent work experience) and a minimum of 2 years of relevant work experience at management level in a customer service operations
- a positive and flexible attitude; you like building relationships while leading a team in a hectic environment
- experience of running operations in a customer service department
- ability to work in a proactive, structured way with a solution-oriented fact based and analytical approach
- experience on being a team leader: implementing actions to secure results and at the same time supporting on the well-being of the staff
- in-depth knowledge of MS Office, especially MS Excel and Basic CCI skills
- experience in working with different customer service systems and knowledge of omni channel customer service (knowledge of EXERP and Salesforce systems is an advantage).
- great communication skills both spoken and written in Finnish and English (knowledge of our other Nordic languages Swedish, Norwegian, and Danish is an advantage)
The best reasons to join the team:
You will:
- work with an important and exciting product that is constantly being developed and that helps make other people healthier and happier
- work in a team of dedicated, passionate, and competent colleagues both in Finland and in the other Nordic countries
- possibility of personal development
- free access to all our 250 gyms in the Nordics
- be working from our ELIXIA service office in Finland, located at Tikkurila, Vantaa – we work in a hybrid model
Interested? Please send your application in English with your CV and salary request latest 4.6.2023 via our webpage. We continuously handle the applications along the process.
Welcome to our energetic team!
