About thisrole:
The role holder delivers definedrevenue, product volume and quality targets through theacquisition, up-sell and retention of UK SME customers. Salesopportunities are initiated by either an outbound call or Inboundblend call as part of a specific campaign and in accordance withbusiness requirements. The role holder will answer andrespond to customer enquiries efficiently, effectively andappropriately in accordance with defined processes andprocedures.
The SMB BusinessCustomer Growth Outbound Advisor plays a key role inretaining and growing our Small and Medium Businesscustomers.
The role is primarilyoutbound‐focused, engaging existingcustomers to protect contracts, reduce churn, and identify growthopportunities. The team will also provide inboundsupport during peak demand, ensuring customersreceive timely, high‐quality service.
This rolerequires strong customer conversations, commercial judgement, andflexibility to support business needs.
Bydelivering compliant, value‐led conversations and supporting keycustomer programmes, the role plays a direct part in strengtheninglong‐term customer relationships while supporting widertransformation and efficiency goals.
What you'll bedoing:
Outbound CustomerGrowth
* Proactively contact existing SMB customers to:
o Protect customers at risk ofchurn.
o Support contract renewals and retentionactivity.
o Identify upsell and cross‐sellopportunities aligned to customer needs.
* Hold confident, value‐based conversations focused onlong‐term customer outcomes.
* Clearly explainproducts, pricing, and contract terms.
* Ensurecustomers receive correct information and documentation beforeorders are placed.
Inbound Support (WhenRequired)
* Support inbound call volumes during busyperiods.
* Identify upsell and cross‐sellopportunities aligned to customer needs efficiently andprofessionally.
* Take ownership of issuesthrough to resolution, using correct processes.
* Deliver a consistent customer experience across inboundand outbound activity.
Customer & ProcessExcellence
* Maintain accurate customer records and contactdetails.
* Follow all sales, compliance, anddata protection requirements.
* Use CRM andsales systems correctly at all times.
* Escalaterisks, complaints, or vulnerabilities appropriately.
* Work closely with wider teams to resolve issues andimprove outcomes.
Performance &Collaboration
* Deliver against agreed performance measures, includingquality, retention, and growth.
* Activelyengage in coaching, feedback, and development sessions.
* Support a "one team" culture by sharing best practice andhelping colleagues.
Essentialskills/experience:
* Strongcommunication and listening skills.
* Confidencehandling objections and challenging conversations.
* Ability to balance customer needs with commercialoutcomes.
* High attention to detail and strongcompliance mindset.
* Comfortable working acrossinbound and outbound activity.
Desirableskills/experience:
* Experience in outbound or inbound sales andretention
* Experience working with SMB orbusiness customers.
* Knowledge of telecoms orB2B services.
* Experience using CRM and salesportals.
Ourpackage:
Tailored benefits make a realdifference. That's why we offer a comprehensive range to supportyour growth, wellbeing, and everyday life. You can design thepackage to suit you and your lifestyle. Your core benefitsinclude:
* Access to an online privateGP 24/7 for you and your immediate family
* Market-leading paid carers leave with up to 2 weeksoff
* Equalized maternity, paternity,and adoption leave – 18 weeks' full pay and8 weeks' half pay
* Discounted EE andBT products, including mobile and broadband
* Market leading Pension scheme – 5% from you and 10% fromus
* Holiday purchase scheme
You can select additional benefits, includinghealthcare, dental, gym memberships and more when you'reready.