Location
Edinburgh Office
Job Title
Retention Advisor
Working Pattern
37.5 hours per week, Monday to Friday 8am–8pm, Saturday 9am–5pm, rotational shift pattern.
Salary
£26,227.50 + commission (uncapped, £40,000 OTE)
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 environmentally conscious and creating social value in the areas we serve.
Our Growth
We are growing fast and continue to raise investment for our infrastructure, service and people through top‑notch partnerships, confident and enthusiastic about what is coming next for the GoFibre family. Our offices in central Edinburgh and Berwick upon Tweed provide an inspiring environment.
How We Work
Collaboration, innovation, commitment and continual improvement are the cornerstones of our success. We thrive under pressure, learn continuously, and support one another while maintaining work‑life balance and wellbeing.
Team
You’ll be joining our close‑knit, energetic Customer Loyalty Team at the heart of keeping our customers excited about being with GoFibre. We are friendly, supportive, and 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 existing customers.
* Getting to the heart of each customer’s 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.
Equal Opportunity
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. Together, we’re part of the rich GoFibre family, unified by our goals and inspired to deliver best‑in‑class service to our customers, while encouraging and appreciating one another.
Ready for the challenge?
Get in touch now, we can’t wait to hear from you!
www.gofibre.co.uk
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