SMB Telecom Retention & Growth Advisor

EE; London Borough of Islington; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

OTE Bonus 30%

Weekday shift pattern

Private GP 24/7 for you and family

Carers leave

Parental leave – maternity/paternity

Discounts on EE/BT products

Pension scheme

Holiday purchase scheme

Job summary

EE is seeking a motivated Retention Advisor to support UK SME customers. You will handle inbound inquiries and proactive outbound calls, understanding customer needs and recommending BT/EE Business products.

You will drive defined revenue, reduce churn and identify opportunities to grow value through upsell and cross-sell, while ensuring compliant, high-quality service. You will balance customer outcomes with commercial targets, maintain accurate records, and collaborate with wider teams to

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.
• Comfortable working across inbound and outbound activity.

Responsibilities

• Support inbound call volumes during busy periods and make outbound dialler calls.
• Identify upsell and cross sell opportunities aligned to customer needs.
• Take ownership of issues through to resolution, using correct processes.
• Deliver a consistent customer experience across inbound and outbound activity.
• 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.

Skills

Strong communication

Active listening

Objection handling

Commercial judgment

Detail orientation

Tools

CRM

Sales systems

Job description

EE is seeking a motivated Retention Advisor to support UK SME customers. You will handle inbound inquiries and proactive outbound calls, understanding customer needs and recommending BT/EE Business products.

You will drive defined revenue, reduce churn and identify opportunities to grow value through upsell and cross-sell, while ensuring compliant, high-quality service. You will balance customer outcomes with commercial targets, maintain accurate records, and collaborate with wider teams to