Closing Date: 18/03/2024

Location: Manchester

Why business

Our aim is to create a world-class BT Business unit that delivers long-term value for our customers, colleagues, partners, investors, and other stakeholders, both in the UK and internationally, across the full range of business segments from small enterprises to governments and multinational companies. This includes:

• Driving full integration of channels and products to best serve our business, government, and wholesale customers in the UK and internationally.
• Investing strategically in present and future needs of customers, aligned behind common digital, network and security platforms.
• Accelerating our transformation plans and delivery of next generation products and services, making it easier for customers to do business with BT and for BT to transact more profitably with customers; and continuing to invest in the skills, technology and partnerships required to return to growth and become the leading provider of secure multi-cloud connectivity.

Why this job matters

You will oversee and guide account management for EE customers remotely, focusing on maximizing upselling opportunities within both the EE and BT portfolios.

What you’ll be doing

• Motivate and lead a team of desk sales agents to proactively sell the breadth of the SME product  portfolio through inbound and outbound calling and through digital channels (webchat) to private sector customers OR
• Motivate and Lead a team of desk based sales agents, motivating them to upsell/cross-sell across the EE & BT portfolio and nurture existing customers through handling customer queries and demonstrating how our product portfolio can add value to their business
• Performance management providing coaching,development opportunities and giving appropriate recognition to drive a high performance culture.
• Develop the overall capability of the team by supporting individual needs with relevant performance plans and creating career opportunities 
• Collaboration by actively building relationships both internally externally to deliver the best possible results and sharing best practice.
• Achieve KPI’s to meet SLA’s by creating robust plans to drive results and remove any barriers to providing excellent customer care
• Develop and mature the sales model, making recommendations to improve model functionalities and opportunities to sell converged solutions
• Develop and mature the Service treatment model within Desk Sales to drive improved retention and NPS
• Understand the market sector and disseminate insight to wider team
• Act as first point for any customer escalations and fully owns these; following processes to meet customer needs whilst driving ownership and responsibility of customer calls ensuring every customer contact is seen as an opportunity
 

What we would like to see on your CV

• Demonstrated sales proficiency across various products and brands.

• Extensive experience in customer account management and development.

• Proven leadership capabilities in sales environments.

• Expertise in selling across both fixed and mobile portfolios.
 

The skills you’ll need

• Identifying our customer needs
• Improvement focus
• Product and service knowledge
• Operational excellence
• Sales process, systems and tools knowledge
 

Benefits

• Competitive salary
• Up to 30% on target bonus
• BT Pension scheme
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop
 

Our working model

BT have moved to a hybrid working model - you can work from home 2 days per week. This means you’ll be at your contractual location 3 days a week.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.