<span xml:lang="en-GB" lang="en-GB" class="rtltextaligneligible"><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>About the role</b></h2></div><div><p>&nbsp;</p><p>In this role, you’ll be the voice of BT for our small and medium business customers –&nbsp;&nbsp;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.&nbsp;</p><p>&nbsp;</p><p>You’ll&nbsp;combine your natural communication skills with your&nbsp;existing&nbsp;sales experience to spot opportunities, tailor solutions, and deliver results that meet&nbsp;–&nbsp;&nbsp;and&nbsp;often exceed&nbsp;–&nbsp;your targets.&nbsp;Above all, you’ll&nbsp;ensure every interaction is a positive one, creating a customer experience that reflects BT’s reputation for trust,&nbsp;expertise&nbsp;and innovation.&nbsp;</p><p>&nbsp;</p><p>You’ll deliver defined revenue, product volume and quality targets through the acquisition, up-sell&nbsp; and&nbsp;retention of UK SME customers. Sales opportunities are&nbsp;initiated&nbsp;by either an inbound blend or&nbsp;outbound call&nbsp;as part of a specific campaign and&nbsp;in accordance with&nbsp;business requirements.&nbsp;&nbsp;You will answer and respond to customer enquiries efficiently,&nbsp;effectively&nbsp;and appropriately&nbsp;in accordance with&nbsp;defined processes and procedures.&nbsp;&nbsp;&nbsp;</p><p>&nbsp;</p><p>The&nbsp;EE Retention Advisor&nbsp;plays a key role in&nbsp;retaining&nbsp;and growing our small and medium business customers.&nbsp;</p><p>&nbsp;</p><p>The role is a blend of inbound calls and/or outbound‑focused, engaging existing customers to protect contracts, reduce churn, and&nbsp;identify&nbsp;growth opportunities. The outbound team may also provide&nbsp;inbound support during peak demand, ensuring customers receive&nbsp;timely,&nbsp;high‑quality&nbsp;service.&nbsp;</p><p>&nbsp;</p><p>This role requires strong customer conversations, commercial judgement, and flexibility to support business needs.&nbsp;</p><p>&nbsp;</p><p>By delivering compliant,&nbsp;value‑led&nbsp;conversations and supporting key customer programmes, the role plays a direct part in strengthening&nbsp;long‑term&nbsp;customer relationships while supporting wider transformation and efficiency goals.&nbsp;</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>What you will be doing</b></h2></div><div><p>&nbsp;</p><p><strong>EE Retention -&nbsp;</strong></p><ul type="disc"><li>Support inbound call volumes during busy periods and make outbound dialler calls in quieter times.</li><li>Identify&nbsp;upsell and&nbsp;cross‑sell&nbsp;opportunities aligned to customer needs&nbsp;efficiently and professionally.&nbsp;</li><li>Take ownership of issues through to resolution, using correct processes.&nbsp;</li><li>Deliver a consistent customer experience across inbound and outbound activity.&nbsp;</li></ul><ul><li>Customer &amp; Process Excellence&nbsp;</li></ul><ul type="disc"><li>Maintain&nbsp;accurate&nbsp;customer records and contact details.&nbsp;</li><li>Follow all sales, compliance, and data protection requirements.&nbsp;</li><li>Use CRM and sales systems correctly at all times.&nbsp;</li><li>Escalate risks, complaints, or vulnerabilities appropriately.&nbsp;</li></ul><ul type="disc"><li>Work closely with wider teams to resolve issues and improve outcomes.</li></ul><p><strong>&nbsp;</strong></p><p><strong>Performance &amp; Collaboration-</strong></p><ul type="disc"><li>Deliver against agreed performance measures, including quality, retention, and growth.&nbsp;</li></ul><ul type="disc"><li>Actively engage in coaching, feedback, and development sessions.&nbsp;</li><li>Support a “one team” culture by sharing best practice and helping colleagues.&nbsp;</li></ul><p>&nbsp;</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>What you'll need to succeed</b></h2></div><div><p>&nbsp;</p><p><strong>Essential</strong>&nbsp;</p><ul type="disc"><li>Strong communication&nbsp;and listening skills.&nbsp;</li></ul><ul type="disc"><li>Confidence handling objections and challenging conversations.&nbsp;</li></ul><ul type="disc"><li>Ability to balance customer needs with commercial outcomes.&nbsp;</li></ul><ul type="disc"><li>High attention to detail and strong compliance mindset.&nbsp;</li></ul><ul type="disc"><li>Comfortable working across inbound and outbound activity.&nbsp;</li></ul><p>&nbsp;</p><p><strong>Desirable</strong>&nbsp;</p><ul type="disc"><li>Experience in outbound&nbsp;or inbound sales and retention&nbsp;</li></ul><ul type="disc"><li>Experience working with SMB or business customers.&nbsp;</li></ul><ul type="disc"><li>Knowledge of telecoms or B2B services.&nbsp;</li></ul><ul type="disc"><li>Experience using CRM and sales</li></ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>What's in it for you</b></h2></div><div><p>&nbsp;</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 style="list-style-type:disc"><li>30% OTE Bonus</li><li>Monday-Friday shift pattern</li><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>Equalised 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>&nbsp;</p><p>You can select additional benefits, including healthcare, dental, gym memberships and more when you're ready.</p></div></div></div></span>