We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company.
At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.
Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things.
From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.
Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before.
So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers.
If that’s you and what you’re looking for, we’d love you to be part of our future.
You'll have the following responsibilities
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
Achieve KPI’s to meet SLA’s by creating robust plans to drive results and remove any barriers to providing excellent customer care
Provide thought leadership to win in the market
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
Ensure team receives all relevant communications and updates, train and develop agents to broaden skillset and be compliant in sales activity
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
Collaboration by actively building relationships both internally externally to deliver the best possible results and sharing best practice.
You'll have the following skills & experience
Identifying our customer needs : You put yourself in our customers' shoes and identify their explicit and implied needs by listening actively.
You help to analyse and evaluate customer data and ask appropriate questions to understand their requirements.
Improvement focus : You question and challenge the way things are done and work with others to make improvements. You build your understanding of the end to end processes to which your own role and the wider team contributes.
Product and service knowledge : You continuously build your understanding of infrastructure, products, services and complex offerings.
You share knowledge with your team and tailor solutions to meet the unique needs of the customer.
Operational excellence : You identify what resources will be required to deliver operational activities. You organise the right resources to maximise operational performance and add value, escalating requirements in non-standard situations to maintain exceptional results and service.
Sales process, systems and tools : You support the implementation of sales policies, processes, systems and tools. You build and apply your understanding of the end-to-end sales process.
Sealing the deal : You support the team to identify and close key sales opportunities. You communicate the uses and value of our products, services and solutions to the customer.
Sales experience across multiple products / brands
Customer Account Management and Developmentexperience
Leadership within a sales environment
Expertise in selling across the full fixed and mobile portfolios
Face to face sales experience
Expertise in the use of SFDC CRM
Experience in Digital / Desk hybrid opportunity development
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 and on-target bonus plan
World-class training and development opportunities
25 days’ annual leave (not including bank holidays)
Discounted broadband, mobile and TV packages
Car allowance (dependent on your role)
Share option and pension scheme programmes
Automatic enrolment into our Sales as Profession’ community
Flexible benefits to fit around you