SMB Sales & Retention Advisor (30% OTE)

BT plc; Belfast City District; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

30% OTE

Monday-Friday shift

Private GP 24/7

Pension scheme

Holiday purchase scheme

Product discounts

Job summary

BT plc in Belfast is seeking an EE Retention Advisor to help grow our small and medium business customer base. You’ll handle inbound enquiries and outbound calls, protect contracts, reduce churn, and spot growth opportunities while delivering on defined revenue targets.

You’ll use CRM and sales processes to maintain accurate records, work with wider teams, and ensure compliant, value-led conversations that strengthen long-term customer relationships within BT’s trusted brand.

Qualifications

• 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.

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 using defined processes.
• Deliver a consistent customer experience across inbound and outbound activity.
• Maintain accurate customer records and use CRM at all times.
• Escalate risks, complaints, or vulnerabilities appropriately.

Skills

Outbound sales

Inbound sales

CRM usage

Objection handling

Communication skills

Retention focus

Upselling

Tools

CRM software

Job description

BT plc in Belfast is seeking an EE Retention Advisor to help grow our small and medium business customer base. You’ll handle inbound enquiries and outbound calls, protect contracts, reduce churn, and spot growth opportunities while delivering on defined revenue targets.

You’ll use CRM and sales processes to maintain accurate records, work with wider teams, and ensure compliant, value-led conversations that strengthen long-term customer relationships within BT’s trusted brand.