At a Glance
- Tasks: Engage with customers to enhance their experience and encourage loyalty.
- Company: GoFibre, a pioneering broadband provider transforming rural connectivity.
- Benefits: 31 days holiday, gym discounts, private healthcare, and career coaching.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Join a vibrant team making a real difference in customer satisfaction.
- Qualifications: Experience in customer retention and a passion for problem-solving.
The predicted salary is between 30000 - 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
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.
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 take care of each other and care about work-life balance and wellbeing.
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!
Retention Advisor in Edinburgh employer: GoFibre Limited
At GoFibre, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Our Edinburgh office not only boasts stunning views but also provides a supportive environment where employees can thrive, with generous benefits including 31 days of holiday, private healthcare, and career coaching. Join our energetic Customer Loyalty Team and be part of a mission to connect communities while enjoying ample opportunities for personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Advisor in Edinburgh
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on GoFibre. Understand their mission and values, especially how they aim to revolutionise broadband in rural areas. This will help you connect with the team and show that you're genuinely interested.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Focus on how you can demonstrate your customer retention skills and problem-solving abilities. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Show your personality! GoFibre is all about collaboration and energy, so don’t be afraid to let your enthusiasm shine through during the interview. Share your experiences and how you’ve tackled challenges in previous roles – it’ll help you stand out!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Retention Advisor in Edinburgh
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer retention shine through. We want to see that you genuinely care about helping customers and are excited about the role at GoFibre.
Tailor Your CV:Make sure your CV highlights relevant experience in customer-focused roles. We love seeing how your skills align with 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 this exciting opportunity with GoFibre!
How to prepare for a job interview at GoFibre Limited
✨Know Your Stuff
Before the interview, make sure you understand GoFibre's mission and values. Familiarise yourself with their services and how they impact customers in rural areas. 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 handled objections. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your problem-solving skills and ability to build relationships.
✨Be Ready for Role-Play
Expect some role-play scenarios during the interview. Practice responding to common customer concerns or objections. This will demonstrate your ability to think on your feet and provide excellent customer service, which is crucial for a Retention Advisor.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions ready about the team culture or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if GoFibre is the right fit for you.
