Customer Retention Advisor

GoFibre Limited; City of Edinburgh; On-site; GBP 26,000 - 40,000; Full time

Benefits offered by this job

31 days holiday

Private Healthcare

Enhanced Pension

Gym & Retail Discounts

Job summary

GoFibre is hiring a Loyalty Advisor in Edinburgh to speak with customers considering leaving or changing their service, and to identify solutions that keep them connected. You will be part of our Customer Loyalty team, resolving objections and explaining the value of our fibre products.

The role emphasizes building trust, achieving retention targets, and delivering a brilliant customer experience in a fast-paced, target-driven environment.

Qualifications

• Experience in retention, sales or customer service.
• Confident communication and listening skills.
• Ability to build rapport with customers.
• Comfortable handling objections in a fast-paced, target-driven environment.

Responsibilities

• Speak to customers considering cancelling or changing their GoFibre service.
• Understand drivers of their decision and find the right solution.
• Handle objections with confidence, clarity and a calm approach.
• Explain the value of GoFibre's products and services.
• Identify opportunities to upsell relevant packages and services.
• Build trust and deliver a brilliant customer experience.
• Keep accurate records of conversations and outcomes.
• Work towards retention, commercial, customer satisfaction and productivity targets.

Skills

Retention

Upsell

Customer service

Objection handling

Job description

Floor 8, Exchange Tower, 19 Canning St, Edinburgh EH3 8EG

Loyalty 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 LoyaltyAdvisor, 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.

• 31 days' holiday
• Enhanced pension scheme

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.

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.

The application deadline for this role is October 22, 2026