Customer Service Advisor

At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Northern England and Scotland, 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 nationwide 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 500,000 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.

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 Customer Care Team is growing in line with our achievements and ambitions and play a pivotal role in our success story. We are looking for an experienced Customer Care Adviser who will report to the Head of Customer Service.

• Handling day to day customer queries raised over the phone and via email within service level timeframe
• Escalating more complex problems to the team leader or other specialist teams
• Monitoring our social media channels and responding to any direct messages within our SLA
• Working as part of a team to achieve targets and KPI’s linked to customer service and experience
• Scheduling and updating installation appointments for the operations teams
• Onboarding new customers and providing updates on customer orders

• Great team player who can encourage, support and partner with their peers
• Experience of managing customer queries on the phone, over email or face to face
• Ability to consistently achieve targets or deadlines
• Knowledge of customer service systems like Hubspot, Slpynx and Teams
• Brilliant listening and problem solving skills

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