Sales Team Leader

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About the role

As an EE Retention Team Leader, you will lead a team of advisors operating in a predominantly inbound SME environment, supporting customers who are contacting us with queries, concerns, or considering leaving.

Your focus will be to retain and grow customer relationships, ensuring advisors deliver excellent service while identifying opportunities to upsell and cross-sell across the EE and BT portfolio where appropriate.

You will create a high-performance, coaching-led culture, using data and insight to drive performance across key metrics such as retention, conversion, value, and customer experience. You’ll play a critical role in balancing customer outcomes with commercial delivery, ensuring every interaction adds value.

Working closely with internal stakeholders, you will also contribute to the ongoing development of the retention and service model — helping shape how we improve customer experience, grow revenue from existing customers, and strengthen our position in the market.

What you’ll be doing

Lead & Coach a High-Performing Team

• Lead, motivate and develop a team of 10–20 advisors in a high-volume inbound environment
• Deliver structured, data-led coaching to improve individual and team performance
• Embed consistent routines (1:1s, call listening, performance reviews) to drive continuous improvement
• Create a culture of accountability, engagement and recognition

Drive Retention & Commercial Performance

• Deliver strong performance across key metrics, including:
• Retention / save rate
• Conversion (upsell & cross-sell)
• Revenue / value per interaction
• Customer experience (NPS / quality)
• Coach advisors to balance customer needs with commercial outcomes
• Ensure every customer interaction is treated as an opportunity to retain, grow and add value

Use Data & Insight to Drive Decisions

• Leverage tools such as Salesforce and performance dashboards to track activity, pipeline, and outcomes
• Identify trends, risks and opportunities at both team and individual level
• Prioritise coaching and interventions based on performance insight

Enhance Customer Experience

• Support advisors in handling complex, emotive retention conversations with confidence and empathy
• Own and resolve customer escalations, ensuring positive outcomes
• Continuously improve how the team delivers service, retention and value

Collaborate & Improve the Operating Model

• Work cross-functionally with stakeholders to improve processes and customer journeys
• Share best practice and contribute to the evolution of the retention and service model
• Identify opportunities to improve efficiency, effectiveness and commercial performance

Essential Skills / Experience

• Experience leading sales and/or service teams in a contact centre environment

• Proven ability to coach and improve performance in a target-driven setting

Proven ability to coach and improve performance in a target-driven setting

• Knowledge of mobile and/or converged telecoms products

Knowledge of mobile and/or converged telecoms products

Desirable Skills / Experience

• A highly engaged, high-performing team delivering consistent results
• Strong retention performance with increasing commercial value per customer
• High-quality, compliant customer interactions with strong customer outcomes
• A team that consistently turns inbound demand into growth opportunities
• Ability to drive revenue while maintaining customer trust
• Comfortable using performance data to identify actions
• Able to manage resources, priorities and performance in a fast-paced environment
• Clear, confident and able to influence at all levels

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:

• 30% on target annual bonus
• 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
• Equalised 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.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.