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For Companies At a Glance
- Tasks: Engage with customers to enhance loyalty and resolve their concerns.
- Company: Join GoFibre, a pioneering broadband provider transforming rural connectivity.
- Benefits: Enjoy 31 days holiday, private healthcare, and career coaching.
- Why this job: Be part of a dynamic team making a real difference in communities.
- Qualifications: Experience in customer service and a passion for problem-solving.
- Other info: Work in a vibrant office with stunning views and a supportive culture.
The predicted salary is between 26227 - 26227 £ per year.
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
Salary: £26,227.50 commission (uncapped, £40,000 OTE)
Benefits: 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching
WHO WE ARE
At GoFibre, we are 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.
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 take care of each other and care about work-life balance and wellbeing.
THE TEAM
You will 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 are 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 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 are all part of the rich GoFibre family and we are 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!
Locations
Retention Advisor in Edinburgh, Scotland employer: GoFibre Broadband Limited
Contact Detail:
GoFibre Broadband Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Advisor in Edinburgh, Scotland
✨Tip Number 1
Get to know the company inside out! Research GoFibre's mission, values, and recent news. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your pitch! Think about how you can highlight your customer retention experience and problem-solving skills. Role-play with a friend or in front of the mirror to boost your confidence.
✨Tip Number 3
Be ready to share examples! Prepare some stories that showcase your ability to handle objections and build relationships with customers. Real-life examples will make you stand out during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the GoFibre family. Don’t miss out!
We think you need these skills to ace Retention Advisor in Edinburgh, Scotland
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer service shine through. We want to see that you genuinely care about helping customers and are excited about the role!
Tailor Your CV: Make sure your CV highlights relevant experience in customer retention or similar roles. We love seeing how your skills match what we're looking for, so don’t be shy about showcasing your achievements!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and gets straight to the heart of why you’d be a great fit for our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at GoFibre Broadband Limited
✨Know Your Stuff
Before the interview, make sure you understand GoFibre's mission and values. Familiarise yourself with their products and services, especially how they cater to customer needs. This will help you demonstrate your genuine interest in the company and its goals.
✨Showcase Your Customer Skills
Prepare examples from your past experiences that highlight your customer retention skills. Think about times when you've successfully handled objections or turned a cancellation into a retention. Be ready to discuss how you build trust and relationships with customers.
✨Be Ready for Role-Play
Expect some role-play scenarios during the interview. Practice responding to common customer concerns or objections. This will not only show your problem-solving skills but also your ability to think on your feet, which is crucial for a Retention Advisor.
✨Emphasise Team Spirit
GoFibre values collaboration and support within their teams. Share examples of how you've worked well in a team environment, tackled challenges together, and contributed to a positive workplace culture. This will resonate well with their emphasis on being part of a close-knit family.