Floor 8, Exchange Tower, 19 Canning St, Edinburgh EH3 8EG
Job Title: Customer Loyalty Expert
Location and Compensation
Based in our modern Edinburgh Office, just 5 minutes from Haymarket
Earning potential up to £40,000 (uncapped commission) | £26,227.50 base
Schedule: 37.5 hours per week (Mon–Fri 8am–8pm, occasional Saturday, with a weekday off)
What’s in it for you?
* Uncapped commission
* 31 days holiday
* Private healthcare + enhanced pension
* Discounted gym membership
* Wellbeing support + career coaching
The Role
You’ll speak to customers thinking about leaving, understand what’s gone wrong, fix it, and show them why staying with GoFibre is the right move. It’s fast‑paced, target‑driven, and perfect for someone who thrives on solving problems and winning people over.
What you’ll be doing
* Speak to customers looking to cancel and turn those conversations around
* Get to the root of issues and resolve them quickly
* Build trust through clear, confident conversations
* Handle objections calmly and positively
* Identify opportunities to improve or upgrade the customer experience
* Hit retention, upsell and customer satisfaction targets
What we’re looking for
You don’t need to know broadband inside out. We’ll teach you that. This role suits someone who enjoys a challenge and doesn’t take “no” personally.
* Experience in retention, loyalty, sales or customer service
* Confident communicator who can build trust quickly
* Resilient – you don’t let a tough call knock you off your game
* Passionate about hitting targets while doing right by the customer
* Calm under pressure and great at problem solving
* Someone who genuinely enjoys helping people
We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation.
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