Retention Advisor Floor , Exchange Tower, Canning St EHEG

Floor 8, Exchange Tower, 19 Canning St, Edinburgh EH3 8EG

Job Title:
Retention Advisor

Location:
Edinburgh Office

Working Pattern:
37.5 hours per week, Monday to Friday between 8am – 8pm, and Saturdays 9am – 5pm, on a rotational shift pattern

Benefits: 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching

WHO WE ARE

At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve.

Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We continue to raise investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses.

We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links.

HOW WE WORK

Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way.

We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing.

Sound like the kind of place you want to work? If so, read on

THE TEAM

You’ll be joining our close-knit, energetic Customer Loyalty Team, the people who are at the heart of making sure our customers stay excited about being with GoFibre. We’re a friendly, supportive, and energetic group who thrive on great conversations and finding the right solutions for every customer.

WHAT YOU WILL BE WORKING ON

• Speaking with customers over the phone who are considering leaving or changing their package and helping them find reasons to stay
• Building trust and long-lasting relationships with our existing customers
• Getting to the heart of what each customer needs and matching them with the right GoFibre product
• Spotting opportunities to upsell packages and boost customer experience
• Handling objections with confidence, clarity, and a calm head
• Delivering brilliant customer service that reflects everything GoFibre stands for
• Owning your targets and planning your day to smash your KPIs

WHAT YOU WILL BRING TO THE ROLE

• Experience in customer retention, cancellations, or a similar customer-focused role
• A positive, energetic attitude and confidence working in a fast-paced, target-led environment
• A passion for hitting targets, while still doing the right thing for the customer
• Great problem-solving skills and the ability to think on your feet
• Skilled in helping customers stay connected with a service that meets their needs

We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best‑in‑class service to our customers, all whilst encouraging and appreciating one another.

Are you ready for the challenge? Get in touch now, we can’t wait to hear from you!

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