About therole
In thisrole, you'll be the voice of BT for our small and mediumbusiness customers – building genuineconnections and providing solutions that make a real difference totheir success. Every conversation matters;whether you're responding to an inbound enquiry orreaching out as part of an outbound campaign, you'll takethe time to understand each customer's needs and challenges beforerecommending the right BT or EE Business products forthem.
You'll combine your natural communication skills withyour existing sales experience to spot opportunities,tailor solutions, and deliver results thatmeet – and often exceed – yourtargets. Above all, you'll ensure every interaction is apositive one, creating a customer experience that reflects BT'sreputation for trust, expertise andinnovation.
You'll deliver defined revenue, product volume and qualitytargets through the acquisition, up-sell and retention of UKSME customers. Sales opportunities are initiated by either aninbound blend or outbound call as part of a specific campaign andin accordance with business requirements. You willanswer and respond to customer enquiries efficiently, effectivelyand appropriately in accordance with defined processes andprocedures. The Customer Growth Advisor plays a key rolein retaining and growing our small and medium businesscustomers.
Therole is a blend of inbound calls and/or outbound‐focused, engagingexisting customers to protect contracts, reduce churn,and identify growth opportunities. The outbound team mayalso provide inbound support during peak demand, ensuringcustomersreceive timely, high‐quality service.
This role requires strongcustomer conversations, commercial judgement, and flexibility tosupport business needs. By deliveringcompliant, value‐led conversations and supporting keycustomer programmes, the role plays a direct part instrengthening long‐term customer relationships whilesupporting wider transformation and efficiencygoals.
What you will bedoing
Inbound CustomerGrowth-
- Support inbound call volumes during busy periods and makeoutbound dialler calls in quieter times.
- Identify upselland cross‐sell opportunities aligned to customerneeds efficiently and professionally.
- Take ownership of issues through to resolution, usingcorrect processes.- Deliver a consistentcustomer experience across inbound and outboundactivity.
- Customer & Process Excellence
- Maintain accurate customer records and contactdetails.- Follow all sales, compliance,and data protection requirements.- UseCRM and sales systems correctly at all times.
- Escalate risks, complaints, or vulnerabilitiesappropriately.
- Work closely with wider teams to resolve issues andimprove outcomes.
Outbound CustomerGrowth-
- Proactivelycontact existing SMB customers to:
- Protect customers atrisk of churn.
- Support contract renewalsand retention activity.
- Identify upselland cross‐sell opportunities aligned to customerneeds.
- Holdconfident, value‐based conversations focusedon long‐term customer outcomes.
- Clearly explain products, pricing, and contractterms.- Ensure customers receive correctinformation and documentation before orders areplaced.
Performance &Collaboration-
- Deliver against agreed performance measures, includingquality, retention, and growth.
- Actively engage in coaching, feedback,and development sessions.
Support a "one team" culture by sharing best practice andhelping colleagues.
What skills you'llneed to succeed
Essential
- Strong communication andlistening skills.
- Confidence handling objections andchallenging conversations.
- Ability to balance customer needs withcommercial outcomes.
- High attention to detail and strongcompliance mindset.
- Comfortable working across inbound andoutbound activity.
Desirable
- Experience in outbound or inboundsales and retention.
- Experience working with SMB or businesscustomers.
- Knowledge of telecoms or B2B services.
- Experience using CRMand sales.
Benefits
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.