Outbound Business Sales Advisor - Customer Growth

<span xml:lang="en-GB" lang="en-GB" itemprop="description" class="rtltextaligneligible"><div> <div> <div> <h2><b>About this role:</b></h2> </div> <div> <p> </p> <p>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. </p> <p>The <strong>SMB Business Customer Growth Outbound Advisor</strong> plays a key role in retaining and growing our Small and Medium Business customers.</p> <p>The role is primarily <strong>outbound‑focused</strong>, engaging existing customers to protect contracts, reduce churn, and identify growth opportunities. The team will also provide <strong>inbound support during peak demand</strong>, ensuring customers receive timely, high‑quality service.</p> <p>This role requires strong customer conversations, commercial judgement, and flexibility to support business needs.</p> <p>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.</p> </div> </div> <div> <div> <h2><b>What you'll be doing:</b></h2> </div> <div> <p> </p> <p><strong>Outbound Customer Growth</strong></p> <ul type="disc"> <li>Proactively contact existing SMB customers to:</li> <ul type="circle"> <li>Protect customers at risk of churn.</li> <li>Support contract renewals and retention activity.</li> <li>Identify upsell and cross‑sell opportunities aligned to customer needs.</li> </ul> <li>Hold confident, value‑based conversations focused on long‑term customer outcomes.</li> <li>Clearly explain products, pricing, and contract terms.</li> <li>Ensure customers receive correct information and documentation before orders are placed.</li> </ul> <p><strong>Inbound Support (When Required)</strong></p> <ul type="disc"> <li>Support inbound call volumes during busy periods.</li> <li>Identify upsell and cross‑sell opportunities aligned to customer needs efficiently and professionally.</li> <li>Take ownership of issues through to resolution, using correct processes.</li> <li>Deliver a consistent customer experience across inbound and outbound activity.</li> </ul> <p><strong>Customer & Process Excellence</strong></p> <ul type="disc"> <li>Maintain accurate customer records and contact details.</li> <li>Follow all sales, compliance, and data protection requirements.</li> <li>Use CRM and sales systems correctly at all times.</li> <li>Escalate risks, complaints, or vulnerabilities appropriately.</li> <li>Work closely with wider teams to resolve issues and improve outcomes.</li> </ul> <p><strong>Performance & Collaboration</strong></p> <ul type="disc"> <li>Deliver against agreed performance measures, including quality, retention, and growth.</li> <li>Actively engage in coaching, feedback, and development sessions.</li> <li>Support a “one team” culture by sharing best practice and helping colleagues.</li> </ul> </div> </div> <div> <div> <h2><b>Essential skills/experience:</b></h2> </div> <div> <p> </p> <ul type="disc"> <li>Strong communication and listening skills.</li> <li>Confidence handling objections and challenging conversations.</li> <li>Ability to balance customer needs with commercial outcomes.</li> <li>High attention to detail and strong compliance mindset.</li> <li>Comfortable working across inbound and outbound activity.</li> </ul> </div> </div> <div> <div> <h2><b>Desirable skills/experience:</b></h2> </div> <div> <p> </p> <ul type="disc"> <li>Experience in outbound or inbound sales and retention</li> <li>Experience working with SMB or business customers.</li> <li>Knowledge of telecoms or B2B services.</li> <li>Experience using CRM and sales portals.</li> </ul> <p> </p> </div> </div> <div> <div> <h2><b>Our package:</b></h2> </div> <div> <p> </p> <p>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:</p> <ul> <li>Access to an online private GP 24/7 for you and your immediate family </li> <li>Market-leading paid carers leave with up to 2 weeks off </li> <li>Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay</li> <li>Discounted EE and BT products, including mobile and broadband</li> <li>Market leading Pension scheme – 5% from you and 10% from us</li> <li>Holiday purchase scheme</li> </ul> <p>You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.</p> </div> </div> </div> </span>