GoFibre
Customer Experience Advisor
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Customer Experience Advisor
📍 Customer Service Advisor – Berwick-upon-Tweed (Office-Based)
Role: Be the voice of GoFibre!
At GoFibre, we’re connecting rural communities in Scotland and the North of England with world-class full fibre broadband. We’re seeking a confident, customer-focused Customer Service Advisor to join our team in Berwick-upon-Tweed.
You’ll act as the first point of contact for customers, happily handling queries, resolving issues, and ensuring every interaction ends with a positive outcome. You thrill in fast-paced environments, embrace change, and thrive when transforming challenging scenarios into successful resolutions.
About the Role
Join GoFibre in shaping world-class rural connectivity—your role will unite homes, businesses, and communities by delivering exceptional service.
Responsibilities
- Support multiple channels: Handle customer inquiries via phone, email, and live chat, ensuring timely and helpful responses.
- Customer ownership: Own issues from start to finish, keeping customers informed at every stage with clarity, empathy, and professionalism.
- Collaborative problem-solving: Work closely with Technical, Field, and Sales teams when specialist support is required.
- Deliver outstanding service: Achieve individual and team service targets and KPIs consistently.
- Continuous improvement: Identify opportunities to boost the customer experience and share insights with your colleagues.
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Requirements
You’ll bring:
✅ Experience in a customer-facing or customer service role, with a proven ability to work with KPIs, targets, or metrics. ✅ Confident communication skills to handle difficult conversations with professionalism. ✅ A calm, solutions-focused mindset—you thrive in urgent situations and keep calm under pressure. ✅ Ability to adapt quickly and problem-solve in a fast-moving environment. ✅ Strong organisational skills, outstanding attention to detail, and the ability to take responsibility for your workload. ✅ Proactive attitude—your motto is ‘see it, sort it’—and a team mindset with positive energy.
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Why GoFibre?
What We Stand For:
We’re building more than a broadband network—we’re transforming communities through connection. Our growth means incredible opportunities to develop, innovate, and drive meaningful change.
How We Support You:
🔹 Supported workplace culture – a team that looks out for each other. 🔹 Career development – grow alongside our expansion. 🔹 Valued contributions – we encourage your ideas and promote initiative. 🔹 Impactful work – your efforts directly connect lives and businesses to a faster future.
Bonus Perks
✊ Perks for Wellbeing & Growth • 31 paid days holiday • Private healthcare • Enhanced pension • Discounted gym membership + employee support programs • Career coaching
💡 GoFibre doesn’t just offer a job—it offers real impact, a thriving community, and a future you can be proud of.
🌟 Ready to connect differently? Apply today at www.gofibre.co.uk and help power rural communities’ digital future.
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