- Tanja, customer service
Tanja, Service Manager
I have been DNA's service manager for the mobile phone customer service since 2012. I contribute to our customer service operative management and development of operations.
I have enjoyed a varied and rewarding career at DNA. I first came to the pink building in 2006 for a summer job. I was supposed to work as a service advisor just for the holidays but I was offered a permanent position before my summer job had even finished. I continued in that job for a couple of years until I took on a customer service training position. In 2011 I started as a team leader and then moved to my current job.
For me, variety and rapidly changing situations are the best aspects of this job! The mobile phone industry is such a dynamic field that everybody has to keep their finger on the pulse. Technology is developing at a mad pace, and customer requirements and needs are increasing and developing with it. Working in customer service provides an excellent opportunity to see our business from the customer perspective. We are at the heart of DNA's operations, which means that we can influence all areas of our customer interface.
DNA as a workplace can be described in one word: amazing. Nobody's work is limited to their job descriptions, so we can make a real difference. And since DNA doesn't lack team spirit, working is fun. This is a big organisation that offers fantastic career development opportunities.
Of DNA's values, being quick shows in the maximum responsiveness my job requires. Any customer issues are dealt with at such a speed that, in the best scenario, the customer won't even notice them. Genuineness and boldness are also characteristic to my work: it is important to think outside the box and be ready to leave your comfort zone with confidence. Only if we are able to do this, we can be creative and develop.
As a supervisor I want to be fair, encouraging and easy to approach. I think it immensely important that the people reporting to me can have free hands to manage their work as they see fit. And since I work with top customer service professionals, my work mainly involves providing guidance and advice to them.
Away from work, I enjoy my valuable free time, often in different leisure activities and with friends and family. I like trying out new types of exercise: I got really excited about disc golf!Close
- Vesa, administration and security
Vesa, Head of Administration and Security
My role is DNA's department manager for administration and security. My department is responsible for corporate security, corporate responsibility, offices, insurances and car leasing.
I joined DNA in 2005 as a lawyer, initially focusing on providing legal support to sales and product development. In 2008 I moved to a new role as DNA's chief security officer. In recent years, my responsibilities have expanded to cover corporate responsibility and workplace development.
Working for DNA, each day is different and there are diverse challenges to solve. That's what I most enjoy in my job. I feel that my actions can influence DNA's employee satisfaction, customer satisfaction and the bottom line. I have been offered a chance to work with the best professionals in the country in an inspiring workplace – it's great to come to work every day.
As a workplace, I would describe DNA as genuine, professional, open-minded, ready to try new things, quick and friendly.
Our values are not just words. Boldness, for example, is clearly evident in my work at DNA. You have to have the courage to be yourself and take risks. I believe in the power of example in developing services, which sometimes really requires courage.
Being a supervisor in this organisation is interesting, educating and demanding. We put a lot of effort in leadership and supervisors are not getting – and shouldn't get – an easy ride. Employee satisfaction and enthusiasm are reflected in our customer satisfaction ratings.
As a supervisor I want to be easily approachable, fair and impartial. I think supervisors should trust their employees and support them, both in their career choices and work. Supervisors shoulder their responsibility also when things go wrong and, at the same time, give thanks where it is due. And as if that wouldn't be enough, they look after their team to ensure their continued drive and motivation.
My life outside work includes family, cycling, friends and barbequing. In winter there's less barbequing but we just move the kitchen inside.Close
- Ari, network management
Ari, Control Room Operator
I am a control room operator in the Network Management Centre, which works 24/7. My key duties are the monitoring of mobile and data networks, remote repairing of telecommunication faults, launching and coordinating fault repairs, communication, and receiving fault tickets and service requests.
Since I started working in telecommunications 15 years ago I have never looked back. It is such a dynamic field; it never stays still. I now have a great deal under by belt – there hasn't been a chance of growing stale or bored. Having said that, telecommunications, and DNA with it, have undergone a number of corporate reorganisations. I transferred over to DNA during the Telia restructuring in 2003. In Telia I used to work in corporate sales, I then moved to Oulu to take charge of a sales outlet, and from there to the control room and my current job.
I enjoy the challenges and the level of responsibility in this job. Monitoring DNA's operations, such as the mobile and fixed-line networks, certainly doesn't lack action. In this line of work you have to understand technology, and you can't start dithering when the going gets tough.
When a thunderstorm front sneaks up on you, the distinctive DNA values – being quick, genuine and bold – translate into hands-on work. A fault or an alarm will be solved as quickly as possible, which means that everybody must be able to make bold decisions. But what's most important, cooperation between and within DNA's departments has never failed, even in difficult situations.
I have said this before and will happily say it again: when I come to work in the morning I have never felt as content in any other job as I do with DNA. Sometimes the days are hectic but we are a laid-back bunch and keep up a great spirit.
My leisure time revolves around dogs, cats, family and a lot of volleyball. And I think my work-life balance has been pretty good at DNA.Close
- Sanna (in Finnish)
Toimin DNA:n rempseässä ja osaavassa brändi- ja tuoteryhmämarkkinoinnin tiimissä. Vastaan tiimissämme kodin ja taloyhtiöiden laajakaistan sekä kiinteistötuotemyynnin monipuolisista markkinointitoimenpiteistä ja -kampanjoista. Nykyinen työnkuvani antaa oivan mahdollisuuden toimia sekä kuluttajamarkkinoinnin parissa että laajentaa osaamistani myös B-to-B -tyyppisillä toimenpiteillä.
Aloitin DNA:lla vuonna 2007 DNA Kaupan markkinointivastaavana. Tämä oli vauhdikasta ja monipuolista aikaa. Keskityin niin mainontaan, tapahtumiin kuin markkinointikampanjoihinkin. Pääsin näinä aikoina kurkistamaan esimerkiksi rallimaailman saloihin silloisten sponsorointitahojemme Mikko Hirvosen ja Kimi Räikkösen kautta. Vuonna 2012 siirryin vastaamaan DNA:n puhepuolen postpaid -tuotteiden markkinoinnista ja laajempien organisaatiouudistusten myötä tuoteryhmäni vaihtui maksu-tv ja viihdepalveluiden sekä kodin ja taloyhtiöiden laajakaistapalveluihin. Olen siis saanut vuosien varrella tutustua monipuolisesti DNA:n erilaisiin tuoteryhmiin.
Työssäni, ja DNA:lla ylipäätään, yksi parhaita asioita on, että oman työnkuvansa sisältöön saa aidosti itse vaikuttaa. Meillä on hyvä tekemisen meininki ja hommia sekä vastuuta kyllä riittää. Pääsen myös kohtaamaan työssäni jatkuvasti monenlaisia ihmisiä, kuten esimerkiksi kohderyhmäni edustajia eri aloilta. Erilaiset tapaamiset ja ihmisten kohtaaminen laajentavat näkökulmaa työhöni. Työssäni pääsen toteuttamaan suuria kampanjakokonaisuuksia alusta loppuun ja toisaalta pääsen myös välillä syventymään yksittäisten asiakkaiden hyvinkin räätälöityihin toimintoihin.
DNA:ta luonnehtisin erittäin avoimeksi ja rennoksi työyhteisöksi. Meidän mutkaton työkulttuurimme, joka mahdollistaa työn tekemisen vapaasti paikasta riippumatta ilman erillistä ilmoittamista esimiehelle, on yksinkertaisesti huippu. Mutkattoman työn -konsepti osoittaa DNA:n luottavan työntekijöihinsä. DNA:lta löytyy myös kerhoja joka lähtöön: löytyy niin golf-, juoksu-, auto-, kädentaito-, sukellus- kuin kulttuurikerhokin sekä paljon muita. DNA:lla muistetaan, että työntekijöillä on tärkeää olla muutakin elämää kuin arkinen aherrus – tämä lisää työssäjaksamista.
DNA on vahvasti arvojohdettu yritys ja arvomme (nopeus, rohkeus ja mutkattomuus) näkyvät myös jokapäiväisessä työssämme. Pystyn itse tekemään työni kulkuun liittyviä päätöksiä mutkattomasti ja talon sisäinen vuorovaikutus toimii eri osastojenkin välillä mutkattomasti ja jouhevasti. Saamme kokeilla rohkeastikin uusia markkinoinnin toimintatapoja. Kaiken kaikkiaan DNAlaiset ovat nopeita reagoimaan asioihin ja tarttumaan tarvittaviin toimenpiteisiin – eikä tämä tarkoita säntäilevää työotetta vaan päämäärätietoisia askeleita eteenpäin.
Vapaa-aikaani vietän suurelta osin liikkuen luonnossa, urheillen, kirjoja lukien ja matkustellen. Viime aikoina myös musiikki ja konsertit ovat ottaneet suuremman roolin elämässäni. Läheisten ja ystävien kanssa vietettyä aikaa ei myöskään ole koskaan liikaa.Close
- Helena, communications
Helena, Communications Manager
I work in DNA Corporate Communications. My team is responsible for planning and implementing communications and ensuring that our stakeholders have access to all the knowledge, guidelines and help they need from us. My key responsibility is technical communications.
I have worked in a number of fields in this inspiring and talented organisation but in every job I have needed written communication skills and attention to detail. In this job I really appreciate the chance to try my hands on a wide range of tasks. Since communication is part of all business efforts, I can work in a number of projects. I don't think you could ever grow tired of this job. Plus I have very good opportunities to influence my own work.
DNA's culture is open, tolerant and self-confident in a positive way, which creates a great starting point for the organisation and us employees.
DNA's values – being quick, genuine and bold – are clearly visible in my work. Being genuine is especially important to communications. In the age of information overload and in a technically challenging field, the more clearly you can present facts, the more effective your communications become. Boldness means an attitude that allows risk-taking for a good cause: we don't have to be afraid of failure or being slated here; instead we are encouraged to try out new ideas.
Outside work I enjoy a bit of gardening therapy and like to keep fit by running, cross-country skiing, cycling and walking in all seasons. As I grow older my old friends and parents are becoming ever more important. I come from far up north so I travel long distances to see them and have family staying over at mine. Training and courses are right there in my comfort zone so I'm always studying something.Close
- Teemu, corporate customers
Teemu, Service Manager
I work as the designated service manager for DNA's key corporate customers. That means that I am responsible for delivering first-class service and meeting our customer promises in compliance with our agreements. I am also our service manager group leader.
I seem to have spent quite a few years in this industry. My career began in 1999 in Porin puhelin, which later merged with DNA after various reorganisations. I suspect I have the highest number of job descriptions under my belt in this organisation. I started as a radio and transmission network technician, followed by technology specialist, project manager in corporate customer deliveries, and now service manager. In these different roles I have gained experience that has helped me achieve a broad skills set in a number of technical fields.
I particularly enjoy the fast pace and intensity this job offers. It feels like I have succeeded when I face a tricky situation and we manage to solve it as quickly as possible. It is also very motivating how we can make a real difference in a number of issues on the basis of customer feedback – after all, it is customers that we work for.
As a workplace, DNA is fair and progressive. DNA supports the modern way of working and provides us with the right tools for it. I could use three words to describe DNA: flexible, modern and attentive. Our values are clearly visible in our work. We seek to provide solutions without undue delay or beating about the bush. I endorse absolute transparency and integrity – they always pay the highest rewards and help us win customer trust.
As a DNA supervisor, I want to be approachable, social, flexible and fair. I think supervisors should represent their team and its views and continuously develop the operations. In their everyday work specialists don't really need somebody watch over them. This job is more about setting and monitoring targets and managing our shared activities. It is important to listen to the team members' views and suggestions – every idea and opinion counts.
Away from work, service managers can find it difficult not to get drawn back in, since in this job situations can develop at any time. However, it is crucial to be able to let go and think about something else for a while. For me, this "something else" means my family and good friends. I also make time to play ice hockey, floorball and, just recently, golf.Close
- Juho, reporting
Juho, group controller
I have been DNA's Group Controller since 2012, and I also lead a group that focuses on reporting and the development of reporting. My responsibilities include corporate controlling and business intelligence, and the development of reporting systems together with my team. I'm a fairly recent addition to DNA People, having joined in 2010 when I started in the technology controller's job.
In my work I find it particularly interesting to gain a broad perspective on DNA's operations and see how reporting can develop our business. I feel I've succeeded when our team has achieved something new and the end users find that they can improve their business guidance based on the information we have provided.
The best things about DNA are undoubtedly the people and the whole atmosphere. This pink building is a relaxed workplace and everywhere you go you feel that industrious spirit. We might work hard but it's always with feel-good atmosphere. DNA also supports the employees in a number of ways in and outside working life. Simply put: this is a great place to work!
DNA seeks efficiency in all matters. In this organisation cooperation works and individuals attempt to find the best solution without fighting over one's own patch. Sometimes bold decisions are required in order for the business to get ahead. It's great that brave decisions are encouraged and that everyone can actually roll up their sleeves and get down to business. All in all, our values – being quick, genuine and bold – can be seen in our everyday operations with surprising clarity.
Working as a manager at DNA is interesting and challenging. I relish the opportunity to view our business from a very broad perspective, since almost every member of my team works in a different field. As a supervisor I want to be a good colleague, fair and impartial. In leadership, mutual trust and pulling together are everything. We agree on our shared objectives and then make a conscious effort to achieve them as a team.
Outside work I mainly spend time with my family and friends and do sports. Ice hockey, which I play in more than one team, beats all other activities. But I'm also a great fan of football and floorball and, besides sports, good food.Close
- Marja (in Finnish)
Vastuullani on DNA:n yritysliiketoiminnassa tuotehallinta ja ratkaisuarkkitehtuuri. Tunnistamme, luomme ja ylläpidämme kilpailukykyisiä yrityspalveluita yritysliiketoimintamme valitsemissa segmenteissä koko palvelun elinkaaren ajan. Eli käytännössä mietimme yhdessä tiimini kanssa joka päivä, mitä asioita voimme tehdä sen eteen, että yritysasiakkaillamme on heille sopivimmat operaattoripalvelut käytössä.
DNA:lle tulin vuonna 2011 yrityskaupan myötä, kun DNA osti Forte Netservices Oy:n. Fortella toimin ensin markkinointijohtajana ja myöhemmin myyntijohtajana. Urallani minulle on ollut keskeistä hakea jatkuvasti uusia haasteita ja kokemusta hyvin erilaisistakin toiminnoista – esimerkiksi myynnin ja markkinoinnin saralla olen saanut olla mukana monenlaisessa. Pidän tilanteista, missä en tiedä heti mitä seuraavaksi pitää tehdä ja saan haastaa itseäni. Esimerkiksi toimin aiemmin Dell Oy:n myyntijohtajana ja myöhemmin markkinointijohtajana. Olen myös vastannut terveydenhuollon sovelluskehitysyksiköstä.
DNA:lla työskentelyssä on mahtavaa se, että pääsee aitiopaikalle seuraamaan teknologian kehitystä ja ylipäänsä digitalisaation valtavia vaikutuksia yhteiskuntaan. Kun kuulen meidän tekniikan puolen väeltä verkkomme kehittymisestä ja sen takana olevasta teknologiasta, silmäni pyörivät päässä. Tietoliikenneala on huiman ja mielenkiintoisen myllerryksen keskellä ja digitaalisaatio vaikuttaa tulevaisuuteen monella tavalla – osaa vaikutussuhteista emme varmasti edes osaa vielä kuvitellakaan. Esimerkiksi vastikään kuulin, että vuoteen 2020 mennessä jo noin 90 prosenttia kaikista maailman ihmisistä (yli 6-vuotiaista) omistaa älypuhelimen.
Työpaikkana DNA on dynaaminen: päätöksiä tehdään jouhevasti ja asiat etenevät. DNA:n ilmapiiri ja työskentelykulttuuri tekevät työskentelyn helpoksi. Sain tässä yksi päivä myös asiakkaaltamme mieluista palautetta: DNA:n kanssa on kuulemma mukavaa tehdä töitä, kun annamme vastauksia aina nopeasti. On ilahduttavaa kuulla, että mutkaton työskentelytapamme näkyy myös asiakkaillemme ja hyödyttää heitä.
Toinen hieno asia DNA:lla työskentelyssä - verrattuna työskentelyyn esimerkiksi suurten amerikkalaisyhtiöiden tytäryhtiöissä - on se, että täällä pääkonttorissa olet oikeasti siellä missä päätökset tehdään. Suuremmissa kansainvälisissä firmoissa ei pääse samalla tavalla mukaan toiminnan keskiöön ja saa vastuuta niin kuin täällä. Tämä on työn mielekkyyden kannalta iso asia.
Esimiestyö DNA:lla on niin ikään mutkatonta arvojemme mukaisesti. Itse esimiehenä korostan tiimilleni eteenpäin ajattelevaa tyyliä ja suoraa puhetta. On tärkeää antaa positiivista palautetta, mutta myös negatiivisempia asioita pitää uskaltaa nostaa esille rohkeasti. Lisäksi mikä keskeisintä, esimiehen tulee löytää oikeat ihmiset oikeille paikoille, niin homma toimii.
Elämääni työn ulkopuolella kuuluu paljon ulkoilua – olen ehdottomasti ulkoihminen ja minua ei saa kuntosalille sisään kökkimään. Vietän paljon aikaa talvella lumen ja kesällä veden päällä eri tavoilla. Lapseni ovat jo isoja, joten omaa aikaa piisaa mukavasti.Close
Flexible working - a new approach to work
DNA’s Flexible Work Model is based on trust and flexibility and has proved very successful. Employees with mobile workstations decide independently where they work without a separate agreement with their supervisor. The aim is to offer employees an opportunity to work in a flexible manner regardless of place, so that people can arrange their working day to suit themselves, while observing the terms of flexible working. Flexible work changes not only the working environment but also the entire working culture, and DNA’s employees have welcomed this change enthusiastically.
DNA’s head office, DNA House, is an impressive part of the ongoing office renewal. DNA House provides an energy-efficient and flexible working environment. The modern nature of the premises is demonstrated, for example, by the fact that more than two thirds of the workstations are mobile and less than one third of the workstations are fixed and assigned to named persons. We are continually renewing our premises, taking into account flexible working. Most recently the Flexible Working Model was adopted by our offices in Turku and Tampere. The aim is to create inspiring and flexible premises for the entire personnel in order to encourage versatile ways of working.
We are constantly testing the possibility of remote working in new duties. DNA's personnel are involved in the pilot projects and can thus contribute to the development of remote working to suit, for example, customer service and Service Desk. In Corporate Customer Service, remote working is already an established practice.
In addition to the positive effects that Flexible Work has proved to have on well-being at work and job satisfaction, it must also be considered an environmental action. According to our calculations, emissions from work-related travel can be cut by about 40 per cent annually when employees work from home, for example.
Employees are satisfied with flexible working
We have conducted extensive surveys on the effects of flexible working on DNA personnel’s job satisfaction. The results show that changing over to flexible working has improved the productivity of our employees’ work and also their coping at work and motivation. Only 4% of the respondents would switch back to a fixed workstation. The results also show that the office premises and IT tools provided by DNA support flexible working.
Achievements of flexible work:
- Flexible, comfortable and cost-effective premises
- New approach to working: Focus on the results of the work rather than on the hours spent at the office
- Improved customer understanding - the cobbler's children now have shoes
- The employees’ job satisfaction has clearly improved (employer image, cooperation, supervisors’ work, motivation, coping and well-being at work)
- Fixed costs and rented square metres have decreased
- The Finnish Facility Management Association FIFMA selected the implementation of DNA House as the Facility Action (“Toimitilateko”) of 2013
- DNA House generates interest: more than 200 companies have visited it
- Has increased the flexibility of work
- Has made the personnel more committed
- Has improved motivation
- Has improved the external and internal image of work
- Has reduced work-related travel and improved the sufficiency of parking spaces
- Supports a new kind of change in the working environment
- By far the most applauded single thing in the Great Place to Work survey of 2015-2016 (in open comments)
DNA House in support of genuine work
DNA House, DNA's head office at Läkkisepäntie 21, Helsinki, provides the offices for most of the DNA staff in the Helsinki Metropolitan Area, some 550 employees.
DNA House is part of the new DNA office concept, which so far has also been implemented in Lahti (Hennalankatu office), Oulu and Kuopio. The idea is to create an inspiring and flexible workspace, which encourages the entire personnel to adopt versatile ways of working.
DNA House is an energy-efficient, flexible work environment. The multipurpose, modern concept is reflected in the fact that approximately two-thirds of all workspaces are mobile, while the remaining third are fixed desks assigned to specific persons. The purpose of the new system is to increase interaction between individuals. The concept is further supported by free zones, designed for teamwork, and library rooms for silent work.
Work culture at DNA
We aim to build a team of top experts, where each position is held by a dedicated and competent person. Leadership based on DNA’s values and a boldly distinctive corporate culture create a sustainable competitive advantage in the constantly evolving industry. Competence development is an important part of everyday operations at DNA.
GPTW surveys indicate that one of DNA’s strengths is its skilled and committed employees, who build a positive working atmosphere and team spirit. The employees have given particularly positive feedback on the opportunities offered by DNA to reconcile work and leisure time.
We offer DNA employees:
- adaptable ways of working: remote work and flexible work
- modern workspaces according to DNA’s office concept
- diversified training systems
- more extensive occupational health care services than what is required by law
- Ticket Duo lunch, sport and cultural benefit card
- modern tools and practices
- versatile club activities
- childcare provided by the employer when a child falls ill
- personnel discount on DNA’s services and products
- close cooperation with personnel representatives
- DNA Peers, consisting of employees, to promote job satisfaction
We at DNA act according to our values smoothly across organizational boundaries. We have set up a number of project teams and virtual teams that operate in parallel with the normal organisational structure.
In this way, we share our know-how, develop and advance in our careers.
We also boldly experiment with new ways of working together with our partners. At the beginning of the year, we arranged DNA Content Hackathon, where 11 start-up companies created new digital solutions and concepts for DNA in sports-related content production and content marketing. The work was carried out in close cooperation with DNA's own specialists.
Our goal is
- to have a dedicated and competent person in every position
- to be one of Finland's most wanted employers.
DNA has been involved in the family-friendly work initiative of Väestöliitto, the Family Federation of Finland. The purpose of the programme is to improve the quality of working life by taking into account different situations in life as part of working and workplace practices. The family-friendly workplace programme proves that companies that have joined the programme are committed to developing and supporting family-friendly practices at the workplace. DNA is actively involved in the initiative, creating the best practices for the working life. In February 2017, for example, DNA announced that it was the first company in Finland to introduce grandparental leave. The DNA employees who become grandparents are entitled to one week’s paid grandparental leave. The aim of the leave is to promote family-friendliness at the workplace even at a later stage of the career.