Job Description
About the
role
In this
role, you’ll be the voice of BT for our small and medium
business customers – building genuine
connections and providing solutions that make a real difference to
their success. Every conversation matters;
whether you’re responding to an inbound enquiry or
reaching out as part of an outbound campaign, you’ll take
the time to understand each customer’s needs and challenges before
recommending the right BT or EE Business products for
them.
You’ll combine your natural communication skills with
your existing sales experience to spot opportunities,
tailor solutions, and deliver results that
meet – and often exceed – your
targets. Above all, you’ll ensure every interaction is a
positive one, creating a customer experience that reflects BT’s
reputation for trust, expertise and
innovation.
You’ll deliver defined revenue, product volume and quality
targets through the acquisition, up-sell and retention of UK
SME customers. Sales opportunities are initiated by either an
inbound blend or outbound call as part of a specific campaign and
in accordance with business requirements. You will
answer and respond to customer enquiries efficiently, effectively
and appropriately in accordance with defined processes and
procedures. The Customer Growth Advisor plays a key role
in retaining and growing our small and medium business
customers.
The
role is a blend of inbound calls and/or outbound‑focused, engaging
existing customers to protect contracts, reduce churn,
and identify growth opportunities. The outbound team may
also provide inbound support during peak demand, ensuring
customers
receive timely, high‑quality service.
This role requires strong
customer conversations, commercial judgement, and flexibility to
support business needs. By delivering
compliant, value‑led conversations and supporting key
customer programmes, the role plays a direct part in
strengthening long‑term customer relationships while
supporting wider transformation and efficiency
goals.
What you will be
doing
Inbound Customer
Growth-
* Support inbound call volumes during busy periods and make
outbound dialler calls in quieter times.
* Identify upsell
and cross‑sell opportunities aligned to customer
needs efficiently and professionally.
* Take ownership of issues through to resolution, using
correct processes.
* Deliver a consistent
customer experience across inbound and outbound
activity.
* Customer & Process Excellence
* Maintain accurate customer records and contact
details.
* Follow all sales, compliance,
and data protection requirements.
* Use
CRM and sales systems correctly at all times.
* Escalate risks, complaints, or vulnerabilities
appropriately.
* Work closely with wider teams to resolve issues and
improve outcomes.
Outbound Customer
Growth-
* Proactively
contact existing SMB customers to:
o Protect customers at
risk of churn.
o Support contract renewals
and retention activity.
o Identify upsell
and cross‑sell opportunities aligned to customer
needs.
* Hold
confident, value‑based conversations focused
on long‑term customer outcomes.
* Clearly explain products, pricing, and contract
terms.
* Ensure customers receive correct
information and documentation before orders are
placed.
Performance &
Collaboration-
* Deliver against agreed performance measures, including
quality, retention, and growth.
* Actively engage in coaching, feedback,
and development sessions.
Support a “one team” culture by sharing best practice and
helping colleagues.
What skills you'll
need to succeed
Essential
* Strong communication and
listening skills.
* Confidence handling objections and
challenging conversations.
* Ability to balance customer needs with
commercial outcomes.
* High attention to detail and strong
compliance mindset.
* Comfortable working across inbound and
outbound activity.
Desirable
* Experience in outbound or inbound
sales and retention.
* Experience working with SMB or business
customers.
* Knowledge of telecoms or B2B services.
* Experience using CRM
and sales.
Benefits
Tailored benefits make a real
difference. That’s why we offer a comprehensive range to support
your growth, wellbeing, and everyday life. You can design the
package to suit you and your lifestyle. Your core benefits
include:
* Access to an online private
GP 24/7 for you and your immediate family
* Market-leading paid carers leave with up to 2 weeks
off
* Equalized maternity, paternity,
and adoption leave – 18 weeks’ full pay and
8 weeks’ half pay
* Discounted EE and
BT products, including mobile and broadband
* Market leading Pension scheme – 5% from you and 10% from
us
* Holiday purchase scheme
You can select additional benefits, including
healthcare, dental, gym memberships and more when you’re
ready.