Customer Retention Advisor

£26,227 base salary | OTE £40,000 | Edinburgh Office | 31 days holiday | Private Healthcare | Enhanced Pension | Gym & Retail Discounts

Great with customers? Love turning a difficult conversation into a positive outcome?

As a Loyalty Advisor, you'll be part of our Customer Loyalty team, speaking with customers who are considering leaving or changing their service. You'll get to the heart of what they need, confidently handle objections and find the right solution to keep them connected with GoFibre.

You'll enjoy

• 31 days' holiday
• Private healthcare
• Enhanced pension scheme
• Gym & retail discounts
• Employee wellbeing support

What does a typical day look like?

• Speaking to customers who are considering cancelling or changing their GoFibre service
• Understanding what's driving their decision and finding the right solution
• Handling objections with confidence, clarity and a calm approach
• Explaining the value of GoFibre's products and services
• Identifying opportunities to upsell relevant packages and services
• Building trust and delivering a brilliant customer experience
• Keeping accurate records of conversations and outcomes
• Working towards retention, commercial, customer satisfaction and productivity targets 

What we're looking for

• Experience in retention, sales or customer service
• Confident communication and listening skills
• A natural ability to build rapport with customers
• Comfortable handling objections and challenging conversations
• Confidence working in a fast-paced, target-driven environment
• Problem-solving skills and the ability to think on your feet
• Passionate about delivering great customer service

Why GoFibre?

We're building something special. At GoFibre, we're on a mission to bring fast, reliable full fibre broadband to communities across Scotland and the North of England.

You'll be part of a growing business where you can make a real impact, develop your career and help make sure our customers continue to get great value from their GoFibre service.

Ready to apply?

Whether you've worked in retentions, sales, customer service, contact centres or another target-driven customer role, we'd love to hear from you.

We welcome applications from people of all backgrounds, experiences and communities, and we're happy to make adjustments throughout the recruitment process to support you.

Apply today and help us keep our customers connected to what matters most.

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