At a Glance
- Tasks: Engage with customers to retain their loyalty and enhance their experience.
- Company: Join GoFibre, a pioneering broadband provider transforming rural connectivity.
- Benefits: Enjoy 31 days holiday, gym discounts, private healthcare, and career coaching.
- Other info: Work in a vibrant office with stunning views and a supportive culture.
- Why this job: Be part of a dynamic team making a real difference in customer satisfaction.
- Qualifications: Experience in customer service 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.
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. We continue to raise investment for our infrastructure, service and people through our top-notch partnerships, and we're 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'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.
Sound like the kind of place you want to work? If so, read on.
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.
Customer Retention Specialist — Edinburgh Office employer: Job Search Place 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 a commitment to employee wellbeing.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Specialist — Edinburgh Office
✨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 connect communities. This will help you tailor your answers and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. 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 looking for energetic and positive individuals. Don’t be afraid to let your enthusiasm shine through during the interview. Share personal stories that highlight your experience in customer service and how you’ve made a difference.
✨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’s a great chance to reiterate why you’d be a perfect fit for the Customer Loyalty Team!
We think you need these skills to ace Customer Retention Specialist — Edinburgh Office
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.
Tailor Your CV:Make sure your CV highlights relevant experience in customer-focused roles. We love seeing how your skills align with what we do at GoFibre, 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 Job Search Place Limited
✨Know Your Stuff
Before the interview, make sure you understand GoFibre's mission and values. Familiarise yourself with their customer retention strategies and think about how your experience aligns with their goals. This will show that you're genuinely interested in the role and the company.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully handled customer objections or retained clients. Be ready to discuss specific situations where you turned a negative experience into a positive one, as this is crucial for a Customer Retention Specialist.
✨Demonstrate Your Passion
During the interview, let your enthusiasm shine through! Talk about why you love working in customer service and how you enjoy building relationships with customers. A positive attitude can be contagious, and it’s something GoFibre values highly.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face in customer retention, or how success is measured in the role. This shows that you’re engaged and thinking about how you can contribute to the team.
