12 years ago, Unni started her career within Fortum Consumer Solutions as a Customer Advisor. Since then, she has worked as a Team Leader before recently assuming the role as a Customer Service Manager.

What is the role of a Customer Service Manager?

Unni is responsible for the Customer Service Center where over 60 persons work. Most of them Customer Advisors. The team also consist of Team Leaders and Specialists who report directly to Unni. Having worked as a Customer Advisor herself is a great resource as she truly understands the point of view of the Customer Advisors.

"If there is a change of any kind I know from experience that it is important to be clear why we are doing this change. We put the customer in the center of everything we do and to work directly with our customers is a great way to start your career. You learn a little bit of everything and gain a lot of experience that will be valued internally regardless of where you will end up within the company."

How did you become a Customer Service Manager?

First and foremost it is important to stay focused on your current role and to perform well in your day to day job. If you do that and show interest to learn, your manager is very likely to give you some challenges, says Unni. Great achievements will not go unnoticed, explains Unni.

"My manager has thrown me into deep water a couple of times to see if I float. But of course, they have always been there to help and support when needed."

What is the best thing about working for Fortum Consumer Solutions?

The most positive aspect of working for Fortum Consumer Solutions is without a doubt the people. The answer comes fast without a second’s thought.

"The culture, the great atmosphere and team spirit is what sets Fortum Consumer Solutions apart. We are not only colleagues but also friends. Work is taken seriously but we also have fun together. There is always something new going on meaning work is dynamic and varied. Sometimes I come to work thinking I will do one thing, but then something happens, and I must re-prioritize. This is positive and fun. No day is like the other, in a very positive way."

Who fits as a Customer Advisor?

To thrive as a Customer Advisor, it is important that you like competitions and a high pace.

You should be able to work independently but also be able to collaborate and support your colleagues. Of course, it is important that you are confident using the telephone as a working tool and that you like a competitive environment, explains Unni.

What about the future, will you still be part of Fortum Consumer Solutions in 5 years?

"I will still be around. Maybe even in the same role. I like to stay for some time in my roles to feel I have everything under control. But when it is time for the next challenge, I am sure I will find it within Fortum Consumer Solutions as well."