SME Growth & Retention Sales Specialist

EE; Antrim; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Private GP access

Paid carers leave

Maternity/paternity leave

EE/BT product discounts

Pension scheme

Holiday purchase scheme

Job summary

EE is seeking a Retention Advisor to engage UK SME customers, protect contracts, reduce churn and identify growth opportunities. You’ll handle inbound and outbound conversations with care and aim to deliver results that meet business goals.

With strong communication, commercial awareness and CRM proficiency, you will drive value-led conversations, maintain accurate records, and work with cross-functional teams to help achieve retention and revenue targets.

Qualifications

• Proven ability to build rapport and understand customer needs before recommending solutions.
• Experience handling objections and driving retention or growth.

Responsibilities

• Support inbound call volumes and outbound dialer activity during busy periods.
• 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 contact details in CRM.
• Follow all sales, compliance, and data protection requirements.
• Use CRM and sales systems correctly at all times.
• Escalate risks, complaints, or vulnerabilities appropriately.
• Work with wider teams to resolve issues and improve outcomes.
• Deliver against performance measures including quality, retention, and growth.
• Engage in coaching and development sessions.

Skills

Communication

Active Listening

Resilience

Objection Handling

Commercial Awareness

Attention to Detail

Digital Tools

Problem Solving

Adaptability

Teamwork

Negotiation

Tools

CRM Software

Job description

EE is seeking a Retention Advisor to engage UK SME customers, protect contracts, reduce churn and identify growth opportunities. You’ll handle inbound and outbound conversations with care and aim to deliver results that meet business goals.

With strong communication, commercial awareness and CRM proficiency, you will drive value-led conversations, maintain accurate records, and work with cross-functional teams to help achieve retention and revenue targets.