Business Sales Advisor – Customer Growth Job at Coatbridge Full Time NEW

In thisnrole, you’ll be the voice of BT for our small and mediumnbusiness customers –  building genuinenconnections and providing solutions that make a real difference tontheir success. Every conversation matters;nwhether you’re responding to an inbound enquiry ornreaching out as part of an outbound campaign, you’ll takenthe time to understand each customer’s needs and challenges beforenrecommending the right BT or EE Business products fornthem. 

n

You’ll combine your natural communication skills withnyour existing sales experience to spot opportunities,ntailor solutions, and deliver results thatnmeet –  and often exceed – yourntargets. Above all, you’ll ensure every interaction is anpositive one, creating a customer experience that reflects BT’snreputation for trust, expertise andninnovation. 

n

You’ll deliver defined revenue, product volume and qualityntargets through the acquisition, up-sell  and retention of UKnSME customers. Sales opportunities are initiated by either anninbound blend or outbound call as part of a specific campaign andnin accordance with business requirements.  You willnanswer and respond to customer enquiries efficiently, effectivelynand appropriately in accordance with defined processes andnprocedures. The Customer Growth Advisor plays a key rolenin retaining and growing our small and medium businessncustomers. 

Thenrole is a blend of inbound calls and/or outbound‑focused, engagingnexisting customers to protect contracts, reduce churn,nand identify growth opportunities. The outbound team maynalso provide inbound support during peak demand, ensuringncustomersnreceive timely, high‑quality service. 

n

This role requires strongncustomer conversations, commercial judgement, and flexibility tonsupport business needs. By deliveringncompliant, value‑led conversations and supporting keyncustomer programmes, the role plays a direct part innstrengthening long‑term customer relationships whilensupporting wider transformation and efficiencyngoals. 

Inbound CustomernGrowth- 

• n
• Support inbound call volumes during busy periods and makenoutbound dialler calls in quieter times.n
• Identify upsellnand cross‑sell opportunities aligned to customernneeds efficiently and professionally. n
• Take ownership of issues through to resolution, usingncorrect processes. 
• Deliver a consistentncustomer experience across inbound and outboundnactivity. 

• n
• Customer & Process Excellence n

• n
• Maintain accurate customer records and contactndetails. 
• Follow all sales, compliance,nand data protection requirements. 
• UsenCRM and sales systems correctly at all times. n
• Escalate risks, complaints, or vulnerabilitiesnappropriately. 

• n
• Work closely with wider teams to resolve issues andnimprove outcomes. 

n

Outbound CustomernGrowth-

• Proactivelyncontact existing SMB customers to:  
  • Protect customers atnrisk of churn. 
  • Support contract renewalsnand retention activity. n
  • Identify upsellnand cross‑sell opportunities aligned to customernneeds. 

• Holdnconfident, value‑based conversations focusednon long‑term customer outcomes. n
• Clearly explain products, pricing, and contractnterms. 
• Ensure customers receive correctninformation and documentation before orders arenplaced. 

nn

Performance &nCollaboration-

• n
• Deliver against agreed performance measures, includingnquality, retention, and growth. 

• Actively engage in coaching, feedback,nand development sessions. 

n

Support a “one team” culture by sharing best practice andnhelping colleagues. 

Essential 

n

• Strong communication andnlistening skills. 

• Confidence handling objections andnchallenging conversations. 

• Ability to balance customer needs withncommercial outcomes. 

• High attention to detail and strongncompliance mindset. 

• Comfortable working across inbound andnoutbound activity. 

nn

Desirable 

n

• Experience in outbound or inboundnsales and retention. 

• Experience working with SMB or businessncustomers. 

• n
• Knowledge of telecoms or B2B services. n

• Experience using CRMnand sales.

Tailored benefits make a realndifference. That’s why we offer a comprehensive range to supportnyour growth, wellbeing, and everyday life. You can design thenpackage to suit you and your lifestyle. Your core benefitsninclude:

• Access to an online privatenGP 24/7 for you and your immediate family n
• Market-leading paid carers leave with up to 2 weeksnoff 
• Equalized maternity, paternity,nand adoption leave – 18 weeks’ full pay andn8 weeks’ half pay
• Discounted EE andnBT products, including mobile and broadbandn
• Market leading Pension scheme – 5% from you and 10% fromnus
• Holiday purchase schemen

You can select additional benefits, includingnhealthcare, dental, gym memberships and more when you’renready.