Customer Retention & Upsell Specialist

GoFibre Broadband Limited; Broughton; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

31 days holiday

Private healthcare

Enhanced pension

Gym & retail discounts

Employee wellbeing support

Job summary

GoFibre Broadband Limited is seeking a Retention Sales Adviser to engage with customers considering leaving or changing their GoFibre service. You will understand drivers behind decisions, respond with confident solutions, and upsell where appropriate, ensuring a positive customer experience.

Based in Edinburgh Office, the role emphasizes retention targets, delivering value, and maintaining records. 31 days holiday, private healthcare, enhanced pension, gym and retail discounts, and wellbeing

Qualifications

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

Responsibilities

• 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

Skills

Retention experience

Sales experience

Customer service

Communication

Active listening

Rapport building

Objection handling

Problem-solving

Target-driven

Job description

GoFibre Broadband Limited is seeking a Retention Sales Adviser to engage with customers considering leaving or changing their GoFibre service. You will understand drivers behind decisions, respond with confident solutions, and upsell where appropriate, ensuring a positive customer experience.

Based in Edinburgh Office, the role emphasizes retention targets, delivering value, and maintaining records. 31 days holiday, private healthcare, enhanced pension, gym and retail discounts, and wellbeing