Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

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 as part of an Outbound calling campaign, primarily (but not exclusively) to existing BT customers. The key focus will be on re-signing, retaining, cross selling and up-selling to that customer base. Quality in-life and out of contract outbound contact will enable greater engagement with our customer base which will enable customer churn reduction and ARPU (Average Revenue per Customer) increase.

You'll have the following responsibilities

·       To achieve all business targets as defined in the relevant Pay Plan whilst ensuring compliance and quality obligations are adhered to.

·       Achieve all quality measures as defined by the business

·       Ensure a strong understanding of BT’s products and services  to be able to effectively retain and acquire customers and ensure that the customer’s needs are being appropriately met.

·       Identify, quickly and accurately,  when the customer has a particular issue that will require support from another part of BT, and to transfer that customer in line with defined policy.

·       To be proficient and compliant in the use of the relevant systems, PC, Telephony and all other standard BT office automation systems such as e-mail and the intranet.

·       Ensure absolute accuracy with order entry and data entry onto the appropriate systems. Ensuring that external and internal customer details and requirements are met at all times.

·       To behave in accordance with BT Code of Conduct, BT Values and prescribed job standards including sharing learning and contributing to the wider performance of the team.

Primarily the role will be to outbound contact BT's inlife customer base and to retain rew-sign and cross sell/upsell across BT SMEs volume portfolio of Lines, Broadband, Mobile and Cloudphone. this will include portfolio selling between BT and EE brands.

You'll have the following skills & experience

·       To take ownership of your own performance and development plans in order to meet targets and continually improve performance and efficiency.

·       Use all required systems effectively and productively to maximise customer satisfaction and support revenue growth for BT

·       Use effective questioning techniques in order to understand the full extent of every customer’s business needs and the opportunities these present for BT and the customer.

·       Excellent delivery of a level of customer service that demonstrates the BT brand appropriately

·       Provide specific information obtained through your interactions with our customers when requested to support the business in its strategic aims.

·       Fully understand and follow the comprehensive Complaints guidelines to ensure Customer Satisfaction is at the fore.

·       The role holder will need to be motivated, energetic and tenacious in order to engage with decision makers and successfully deliver against targets. They must possess both a strong sales approach and an excellent customer service approach that will help deliver even stronger customer engagement and retention. 

·       Proven track record within a Sales Environment - Min of 6 months within past 2 years (F2F or via Telephone)

·       Highly self motivated

·       Target driven

·       Results focused

·       Focused on delivering great customer service

·       Ambitious

·       Flexible

·       Excellent telephone manner·       Experienced in use of PC, including Word, excel, Microsoft Outlook (e mail)

Benefits

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

·       Competitive salary salary 22,000 plus upto 30% bonus

·       World-class training and development opportunities

·       22 days’ annual leave (not including bank holidays)

·       Discounted employee broadband, mobile and TV packages

·       Pension scheme programmes

·       Flexible benefits to fit around you