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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 customer experience.
- Qualifications: Experience in customer retention and a passion for problem-solving.
- Other info: Thriving work culture focused on collaboration and personal growth.
The predicted salary is between 26227 - 40000 £ 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.
Our story is only just beginning. We are 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 are 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 are always learning and we thrive under pressure, because we support one another and have some laughs along the way. We are 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 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 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 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!
Retention Advisor employer: GoFibre Broadband Limited
Contact Detail:
GoFibre Broadband Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Advisor
✨Tip Number 1
Get to know GoFibre! Research their values and mission so you can show how your experience aligns with their goals. This will help you stand out during interviews.
✨Tip Number 2
Practice your conversation skills! Since you'll be speaking with customers, role-play common scenarios with a friend or family member to build your confidence and refine your approach.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events to learn more about the company culture and make a lasting impression before your interview.
✨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.
We think you need these skills to ace Retention Advisor
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through. We want to see that you’re genuinely excited about helping customers and making their experience with GoFibre the best it can be!
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 to ensure your application gets into the right hands, and we can’t wait to see what you bring to the GoFibre family!
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 enhance customer loyalty. This will show your genuine interest in the company and help you connect your experience to their goals.
✨Showcase Your Customer Skills
Prepare examples from your past roles where you've successfully retained customers or resolved issues. Highlight your problem-solving skills and how you’ve built trust with clients. This is crucial for a role focused on customer retention.
✨Be Ready for Role-Play
Expect some role-play scenarios during the interview. Practice handling objections and upselling in a calm and confident manner. This will demonstrate your ability to think on your feet and adapt to different customer situations.
✨Emphasise Team Spirit
GoFibre values collaboration and support among team members. Share experiences that showcase your ability to work well in a team, contribute positively to group dynamics, and how you’ve supported colleagues in achieving targets.