GoFibre
Customer Experience Advisor
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Customer Experience Advisor
Customer Service Advisor
đź“Ť Location: Berwick-upon-Tweed (office-based)
đź’° Salary: ÂŁ26,227.50 per year
Shift Patterns:
- Monday–Friday: between 8am–8pm, rotational Saturdays: 9am–4pm
Benefits:
- 31 days holiday
- Private healthcare
- Enhanced pension
- Discounted gym membership
- Employee wellbeing support
- Career coaching
About the Role
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 seeking 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 ✅ Takes ownership of every customer interaction
You’ll engage with customers needing answers, reassurance, and solutions—often in dynamic, unpredictable situations where no two days are the same.
If you thrive in a target-driven, fast-paced environment and enjoy transforming challenging conversations into positive outcomes, we’d love to hear from you.
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Responsibilities
As the first point of contact for our customers, you’ll play a key role in shaping their GoFibre experience:
- Handling customer enquiries via phone, email, and live chat
- Ownership of customer issues from start to finish, keeping them informed at every step
- Resolving problems independently, with escalation to Technical, Field, and Sales teams when needed
- Manage customer expectations with confidence, empathy, and professionalism
- Maintain accurate and up-to-date customer records
- Meet individual and team service targets & KPIs
- Continuously identify improvement opportunities for the customer experience
Requirements
- Previous experience in a customer-facing or customer service role
- Proven ability to work against KPIs, targets, or service metrics
- Excellent communication skills (handling difficult or challenging conversations)
- A calm, solutions-driven approach for high-pressure situations
- Quick adaptability in a fast-moving environment
- Strong problem-solving and organisational skills
- Attention to detail and accuracy in all customer interactions
- A proactive "see it, sort it" mindset
- Positive attitude and willingness to support your team
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Why GoFibre?
We’re building more than a broadband network—we’re building connections that transform communities.
Our ambitious, fast-paced culture offers: âś” Plenty of opportunities to learn and develop âś” A supportive, down-to-earth team culture âś” Rewards for ideas, initiative, and continuous improvement âś” Meaningful work that connects homes, businesses, and communities
Ready to power the future of rural connectivity? Apply today and join the GoFibre journey!
🚀 www.gofibre.co.uk
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