B2B Telecom Retention & Growth Specialist

BT Group; Belfast City District; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

OTE Bonus 30%

Weekday shifts

Private GP access 24/7

Pension scheme

Holiday purchase

Job summary

BT Group is seeking an EE/SMB Retention Advisor to speak with small and medium business customers. You’ll blend inbound and outbound calls to protect contracts, reduce churn and identify growth opportunities, delivering value with every conversation.

In this role you’ll use your sales experience and strong communication to build trust, recommend BT or EE Business products, and drive defined revenue and retention targets while upholding BT’s standards of service.

Qualifications

• Excellent communication and listening skills.
• Confident in handling objections and challenging conversations.
• Ability to balance customer needs with commercial outcomes.
• High attention to detail with strong compliance mindset.
• Comfortable working across inbound and outbound activity.

Responsibilities

• Support inbound call volumes and make outbound dialler calls.
• Identify upsell and cross-sell opportunities aligned to customer needs.
• Take ownership of issues through to resolution with defined processes.
• Deliver a consistent customer experience across inbound and outbound activity.
• Collaborate with wider teams to resolve issues and improve outcomes.

Skills

Communication skills

Objection handling

Commercial judgment

Detail & compliance

Inbound/outbound experience

Tools

CRM systems

Job description

BT Group is seeking an EE/SMB Retention Advisor to speak with small and medium business customers. You’ll blend inbound and outbound calls to protect contracts, reduce churn and identify growth opportunities, delivering value with every conversation.

In this role you’ll use your sales experience and strong communication to build trust, recommend BT or EE Business products, and drive defined revenue and retention targets while upholding BT’s standards of service.