Customer Experience Advisor

Responsibilities

• As one of the first points of contact for our customers, you'll play a vital role in shaping their GoFibre experience.
• Handling customer enquiries across phone, email and live chat
• Taking ownership of issues from start to finish and keeping customers informed every step of the way
• Resolving problems wherever possible and working closely with our Technical, Field and Sales teams when specialist support is needed
• Managing customer expectations with confidence, empathy and professionalism
• Keeping customer records accurate and up to date
• Working towards individual and team service targets and KPIs
• Looking for ways to improve the customer experience and contribute ideas to the wider team
• What we'll need from you
• Previous experience in a customer-facing or customer service role
• Experience working to KPIs, targets or service metrics
• Excellent communication skills and the confidence to handle difficult or challenging conversations
• A calm, solutions-focused approach when customers are looking for immediate answers
• The ability to adapt quickly in a fast-moving environment
• Strong problem-solving and organisational skills
• Great attention to detail and accuracy
• A proactive 'see it, sort it' mindset
• A positive attitude and a willingness to support your team
• Why GoFibre?
• We're building more than a broadband network - we're building connections that transform communities.
• We're ambitious, fast-moving and growing quickly. That means plenty of opportunities to learn, develop and make a genuine impact. Our people are at the heart of everything we do, and we're proud of the supportive, down-to-earth culture we've created.
• At GoFibre, you'll find:
• A team that's always ready to support one another
• Opportunities to grow your career as we continue to expand
• A workplace that values ideas, initiative and continuous improvement
• Meaningful work that helps connect homes, businesses and communities
• Ready to join the team helping power the future of rural connectivity? Apply today and be part of the GoFibre journey.
• www.gofibre.co.uk
• #LI-SN1

Benefits

Additional Information

Customer Service Advisor 📍 Berwick-upon-Tweed (office-based) 💰 £26,227.50 per year Shift Patterns: Monday-Friday between 8am-8pm, rotational Saturdays 9am-4pm 31 days holiday | Private healthcare | Enhanced pension | Discounted gym membership | Employee wellbeing support | Career coaching Be the voice of GoFibre! At GoFibre, we're connecting rural communities across Scotland and the North of England with world-class full fibre broadband. As we continue to grow, we're looking for a confident, customer-focused Customer Service Advisor to join our team in Berwick. We're looking for someone who loves helping people, stays calm under pressure, embraces change and takes ownership of every customer interaction. You'll be speaking to customers who need answers, reassurance and solutions - often in fast-moving situations where no two days are the same. If you're motivated by targets, thrive in a busy environment and enjoy turning challenging conversations into positive outcomes, we'd love to hear from you.

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