SMB Telecom Sales & Retention Advisor | 30% OTE

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

Benefits offered by this job

OTE bonus

Monday-Friday shift pattern

Private GP 24/7

Pension scheme

Job summary

BT plc is seeking a Business Sales Advisor for Retention & AOT in Belfast. You’ll engage with SME customers, respond to inquiries, upsell, and protect contracts while reducing churn. The role blends inbound activity with outbound campaigns, delivering revenue targets and promoting BT/EE Business products.

Strong communication and commercial judgement are essential. The position emphasizes compliant, value-led conversations and collaboration with wider teams to improve customer outcomes, with a

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 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.
• 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.
• 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.

Skills

Communication skills

Outbound sales

Retention experience

CRM usage

Tools

CRM software

Job description

BT plc is seeking a Business Sales Advisor for Retention & AOT in Belfast. You’ll engage with SME customers, respond to inquiries, upsell, and protect contracts while reducing churn. The role blends inbound activity with outbound campaigns, delivering revenue targets and promoting BT/EE Business products.

Strong communication and commercial judgement are essential. The position emphasizes compliant, value-led conversations and collaboration with wider teams to improve customer outcomes, with a