GoFibre
Customer Service Advisor
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Customer Service Advisor
Customer Service Advisor
đź“Ť Berwick-upon-Tweed (office-based) đź’° ÂŁ26,227.50 per year
Shift Patterns: Monday–Friday (8am–8pm), rotational Saturdays (9am–4pm) Holiday: 31 days | Private healthcare | Enhanced pension | Discounted gym membership Support: Employee wellbeing support | Career coaching
Be the voice of GoFibre!
At GoFibre, we're revolutionising rural broadband by connecting communities across Scotland and the North of England with full-fibre broadband. As we expand, we’re looking for a confident, customer-focused Customer Service Advisor to join our team in Berwick-upon-Tweed.
We’re searching for someone who:
- Thrives in a fast-paced, evolving environment
- Takes ownership of every customer interaction
- Handles pressure with confidence and the right tone
- Solves problems while keeping things simple and reassuring
If targets, teamwork and transforming challenges into solutions motivate you, we’d love to hear from you.
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What You’ll Be Doing
As the first point of contact for GoFibre customers, your role is crucial in shaping their experience.
- Handle enquiries and escalations across phone, email, and live chat
- Own customer issues from start to finish, providing updates while resolving them
- Collaborate with Technical, Field and Sales teams when specialist support is needed
- Manage expectations with empathy, professionalism, and clear communication
- Maintain accurate customer records and ensure updates
- Boost service performance by meeting targets, KPIs, and continuous improvement goals
- Continuously seek ways to enhance the customer experience and share insights
What We’re Looking for
- Previous customer-facing experience, ideally in customer service
- Experience meeting KPIs, targets or service metrics
- Excellent communication skills, with the confidence to navigate difficult conversations
- A problem-solving mindset, thrive when customers seek immediate clarity and solutions
- The ability to adapt quickly and thrive in a high-energy environment
- Strong organisation, detail and precision
- A proactive, "see it, sort it" attitude
- A positive and collaborative personality
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Why GoFibre?
We’re more than a broadband provider. We’re building connections that transform lives—one community at a time.
Here, you’ll be part of a fast-growing, ambitious team, where innovation and people Matter in everything we do.
You’ll find:
- A supportive, approachable culture without pretence
- Broad career progression as we expand
- A workplace that values ideas and encourages growth
- Purpose-driven work that impacts real lives—telecommunications for rural homeowners and businesses
Are you ready to help shape the future of rural connectivity? Apply today at www.gofibre.co.uk and become part of the GoFibre journey.
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