Sales Retention Advisor
- Engage with customers contemplating cancellation, resolving their concerns, and demonstrating why GoFibre is their best choice.
- Ideal candidates have sales or customer service experience, resilient communication skills, and a target-oriented mindset.
- Modern Edinburgh office with 37.5 hours weekly, competitive salary plus uncapped commission, generous holidays, and private healthcare benefits.
Job Title: Customer Loyalty Expert
Ready to earn £40k+ helping customers stay connected?
Here at GoFibre, we're growing fast, which means we need more great people to support our customers.
As a Retention Advisor at GoFibre, you'll turn 'I'm leaving' into 'I'm staying' every day.
- 37.5 hours per week
Shifts between 8am–8pm (Mon–Fri) + occasional Saturday (with a weekday off)
What's in it for you?
We're not your typical broadband company.
We're building full-fibre networks in communities that have been overlooked for too long and we're growing fast. That means real opportunity and real progression.
- 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, understanding what's gone wrong, fixing it, and showing 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.
What we're looking for is:
- 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
Sound like your kind of role?
Hit apply - we'd love to hear from you.
For more about GoFibre, who we are and what we're building, read on...
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 continue to raise 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. 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.
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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