Customer Retention Advisor

Customer Retention Advisor

Location: Edinburgh Office

Working Pattern: 37.5 hrs per week, Monday to Friday 9am to 8pm, Saturday 9am to 5pm, on a rotational basis

Salary: £23,500 plus commission

Excellent benefits package including 31 days holiday, enhanced company pension, private healthcare, extensive wellbeing package, discounted gym membership and great development opportunities

Closing Date: Monday 29th July 

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’ve recently raised, and committed, a £164 million 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 by 2025. 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

The customer loyalty team is responsible for creating great value for our customers, to help retain and renew their contracts. The team also acts as a front-line support advisor, managing customer issues through to resolution to ensure they receive the best experience with their connection and service. 

WHAT YOU WILL BE WORKING ON

• Creating business opportunities by identifying and targeting customers who will benefit from upgraded, renewed or additional services offered by GoFibre
• Handling and managing customer cancellation requests both over the phone and via email
• Working closely alongside the customer service team and the technical support team to resolve customer queries 
• Upselling core products and offering additional services that will benefit the customers online experience
• Speaking to customers to better understand their service needs and create additional value for the company 
• Meeting and exceeding personal and team targets and KPIs 

WHAT YOU WILL BRING TO THE ROLE

• Understanding the customer experience to develop creative solutions that supports loyalty and retention
• Passion for resolving customer issues through objection handling and managing through to resolution
• Excellent communication, with the skill set to build relationships with customers and internal teams 
• Previous experience of working in a customer loyalty or retentions contact centre environment
• Knowledge of full fibre broadband would be beneficial

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!

www.gofibre.co.uk

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