Sales

About the role

In this role, you'll be the voice of BT for our small and medium business customers – building genuine connections and providing solutions that make a real difference to their success. Every conversation matters; whether you're responding to an inbound enquiry or reaching out as part of an outbound campaign, you'll take the time to understand each customer's needs and challenges before recommending the right BT or EE Business products for them.

You'll combine your natural communication skills with your existing sales experience to spot opportunities, tailor solutions, and deliver results that meet – and often exceed – your targets. Above all, you'll ensure every interaction is a positive one, creating a customer experience that reflects BT's reputation for trust, expertise and innovation.

You'll deliver 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 inbound blend or outbound call as part of a specific campaign and in accordance with business requirements. You will answer and respond to customer enquiries efficiently, effectively and appropriately in accordance with defined processes and procedures.

The EE Retention Advisor plays a key role in retaining and growing our small and medium business customers.

The role is a blend of inbound calls and/or outbound‐focused, engaging existing customers to protect contracts, reduce churn, and identify growth opportunities. The outbound team may 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.