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For Companies At a Glance
- Tasks: Engage with customers to enhance their experience and retain their loyalty.
- Company: GoFibre, a pioneering broadband provider transforming rural connectivity.
- Benefits: 31 days holiday, gym discounts, private healthcare, and career coaching.
- 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.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
The predicted salary is between 30000 - 42000 £ 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. 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.
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.
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!
Interested in building your career at GoFibre? Get future opportunities sent straight to your email.
Retention Advisor New Floor 8, Exchange Tower, 19 Canning St, Edinburgh EH3 8EG employer: GoFibre Limited
Contact Detail:
GoFibre Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Advisor New Floor 8, Exchange Tower, 19 Canning St, Edinburgh EH3 8EG
✨Tip Number 1
Get to know GoFibre! Research the company’s mission and values so you can show how you fit into their culture. When you understand what they stand for, you can tailor your conversations to resonate with their goals.
✨Tip Number 2
Practice your pitch! Before any interviews or calls, rehearse how you’d explain your experience in customer retention. Highlight your problem-solving skills and how you’ve successfully handled objections in the past.
✨Tip Number 3
Be ready to showcase your personality! GoFibre values a positive attitude, so don’t be afraid to let your energy shine through during conversations. Show them you’re not just about hitting targets but also about building relationships.
✨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 on this opportunity!
We think you need these skills to ace Retention Advisor New 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 being part of the GoFibre family!
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in customer retention or similar roles. We love seeing how your skills align with what we’re looking for, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences are easy to spot. Remember, less is often more!
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 at 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 experiences where you've successfully retained customers or resolved issues. Highlight your problem-solving skills and ability to think on your feet, as these are crucial for a Retention Advisor role.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This means not just hearing but understanding what the interviewer is saying. Respond thoughtfully to their questions and ask clarifying questions if needed, showing that you value communication.
✨Be Ready to Discuss Targets
Since the role involves hitting KPIs, be prepared to discuss how you've met or exceeded targets in previous roles. Share specific metrics or achievements that illustrate your success in a fast-paced, target-driven environment.