GoFibre
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Customer Retention Specialist
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Job Title: Retention Advisor
Location: Edinburgh Office
Working Pattern: 37.5 hours per week, Monday to Friday between 8am – 8pm, and Saturdays 9am – 5pm, on a 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 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.
Sound like the kind of place you want to work? If so, read on
THE TEAM
You’ll be joining our close-knit, energetic Customer Loyalty Team, the people who are at the heart of making sure our customers stay excited about being with GoFibre. We’re a friendly, supportive, and energetic group who 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 our existing customers
- Getting to the heart of what each customer 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
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!
#LI-SN1
Ready to apply?
Apply to GoFibre
Systems Analyst
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System Analyst
£47,000 - £57,000
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 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.
Sound like the kind of place you want to work? If so, read on
THE TEAM
As a Systems Analyst, you’ll be right at the centre of delivery, working with Product Owners, Technical BAs, engineers and architects to shape requirements into well-defined system designs and backlog items. This role is about clarity: breaking down complexity, aligning teams, and making sure what we build is scalable, secure and ready to deliver real value.
WHAT YOU WILL BE WORKING ON
- Turning business requirements into clear system artefacts and backlog items, breaking down complex problems into manageable, actionable work
- Working with engineering and infrastructure teams to shape functional and non-functional requirements into scalable, secure designs
- Creating and managing epics, user stories and technical tasks in JIRA, with clear dependencies and attention to detail to support smooth sprint delivery
- Producing and maintaining documentation such as domain models, sequence diagrams and deployment diagrams, keeping everything accurate and easy to understand
- Identifying risks early through design reviews, spikes and proof-of-concepts, and helping teams make informed decisions
- Collaborating closely with developers, QA, DevOps and stakeholders, communicating clearly across both technical and non-technical audiences
- Translating technical detail into business-friendly language and building strong, trusted relationships with stakeholders
- Designing solutions with performance, reliability, scalability and customer experience in mind
- Reviewing designs and outputs to ensure quality, while proactively spotting improvements and reducing technical debt
- Managing competing priorities in a fast-paced environment, adapting as things evolve while keeping delivery on track
WHAT YOU WILL BRING TO THE ROLE
- Experience as a Systems Analyst or Software Engineer, with confidence reviewing business and technical designs
- Ability to read and understand code, with hands-on experience working with technologies such as Python, C#, Microsoft Dynamics, Vue.js, JavaScript
- Solid experience with relational databases, including querying and setting up test data
- Good understanding of Agile delivery, modern development practices (APIs, REST, OOP, TDD/BDD, CI/CD, containerisation) and tools like Jira and Confluence
- The ability to balance technical and business needs, think like a developer, and help teams deliver simple, effective solutions
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!
#LI-SN1
Ready to apply?
Apply to GoFibre
Retention Advisor
Share this job
Job Title: Retention Advisor
Location: Edinburgh Office
Working Pattern: 37.5 hours per week, Monday to Friday between 8am – 8pm, and Saturdays 9am – 5pm, on a 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 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.
Sound like the kind of place you want to work? If so, read on
THE TEAM
You’ll be joining our close-knit, energetic Customer Loyalty Team, the people who are at the heart of making sure our customers stay excited about being with GoFibre. We’re a friendly, supportive, and energetic group who 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 our existing customers
- Getting to the heart of what each customer 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
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!
#LI-SN1
Ready to apply?
Apply to GoFibre