Outbound Business Sales Advisor - Customer Growth

Job Description

Job Req ID: 58294

Posting Date: 01/05/26

Function: Sales & Commercial

Location: Belfast

Salary: £27,835.00 + 30% OTE

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.

• Protect customers at risk of churn.
• Support contract renewals and retention activity.
• Identify upsell and cross‑sell opportunities aligned to customer needs.

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.

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK

We’re a leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We are Customer-First Challengers, who are Committed, Clear and Connected. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.