At a Glance
- Tasks: Engage with customers to retain their loyalty and enhance their experience.
- Company: Join GoFibre, a fast-growing company revolutionising broadband in rural Scotland.
- Benefits: Enjoy 31 days holiday, gym discounts, private healthcare, and career coaching.
- Other info: Work in a supportive environment with great career growth opportunities.
- Why this job: Be part of a dynamic team making a real difference in customer satisfaction.
- Qualifications: Experience in customer retention and a passion for problem-solving.
The predicted salary is between 36000 - 60000 € 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 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 do not 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 cannot wait to hear from you!
Interested in building your career at GoFibre? Get future opportunities sent straight to your email.
Retention Advisor Floor 8, Exchange Tower, 19 Canning St, Edinburgh EH3 8EG 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 benefits such as 31 days of holiday, private healthcare, and career coaching to ensure your professional growth. Join our energetic Customer Loyalty Team and be part of a mission to connect communities while enjoying a healthy work-life balance and the camaraderie of a close-knit team.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Advisor Floor 8, Exchange Tower, 19 Canning St, Edinburgh EH3 8EG
✨Tip Number 1
Get to know GoFibre! Research their values and mission, especially their focus on community and innovation. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your phone skills! Since the role involves speaking with customers over the phone, try role-playing with a friend or family member. This will help you get comfortable handling objections and delivering great customer service.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully retained a customer or resolved an issue. Be ready to share these stories during your interview to demonstrate your ability to think on your feet.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and really want to be part of the GoFibre family!
We think you need these skills to ace Retention Advisor Floor 8, Exchange Tower, 19 Canning St, Edinburgh EH3 8EG
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 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 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 Retention Advisor role!
✨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 deliver excellent customer service.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions ready about the team culture or growth opportunities at GoFibre. This shows you're not just interested in the job, but also in being part of their vibrant community.
