About this
role:
The role holder delivers defined
revenue, product volume and quality targets through the
acquisition, up-sell and retention of UK SME customers. Sales
opportunities are initiated by either an outbound call or Inbound
blend call as part of a specific campaign and in accordance with
business requirements. The role holder will answer and
respond to customer enquiries efficiently, effectively and
appropriately in accordance with defined processes and
procedures.
The SMB Business
Customer Growth Outbound Advisor plays a key role in
retaining and growing our Small and Medium Business
customers.
The role is primarily
outbound‑focused, engaging existing
customers to protect contracts, reduce churn, and identify growth
opportunities. The team will also provide inbound
support during peak demand, ensuring customers
receive timely, high‑quality service.
This role
requires strong customer conversations, commercial judgement, and
flexibility to support business needs.
By
delivering compliant, value‑led conversations and supporting key
customer programmes, the role plays a direct part in strengthening
long‑term customer relationships while supporting wider
transformation and efficiency goals.
What you'll be
doing:
Outbound Customer
Growth
- Proactively contact existing SMB customers to:
- Protect customers at risk of
churn.
- Support contract renewals and retention
activity.
- Identify upsell and cross‑sell
opportunities aligned to customer needs.
- Hold confident, value‑based conversations focused on
long‑term customer outcomes.
- Clearly explain
products, pricing, and contract terms.
- Ensure
customers receive correct information and documentation before
orders are placed.
Inbound Support (When
Required)
- Support inbound call volumes during busy
periods.
- 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.
Customer & Process
Excellence
- 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.
Performance &
Collaboration
- 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.
Essential
skills/experience:
- 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.
Desirable
skills/experience:
- Experience in outbound or inbound sales and
retention
- Experience working with SMB or
business customers.
- Knowledge of telecoms or
B2B services.
- Experience using CRM and sales
portals.
Our
package:
Tailored benefits make a real
difference. That’s why we offer a comprehensive range to support
your growth, wellbeing, and everyday life. You can design the
package to suit you and your lifestyle. Your core benefits
include:
- Access to an online private
GP 24/7 for you and your immediate family
- Market-leading paid carers leave with up to 2 weeks
off
- Equalized maternity, paternity,
and adoption leave – 18 weeks’ full pay and
8 weeks’ half pay
- Discounted EE and
BT products, including mobile and broadband
- Market leading Pension scheme – 5% from you and 10% from
us
- Holiday purchase scheme
You can select additional benefits, including
healthcare, dental, gym memberships and more when you’re
ready.