Sales Team Lead

Manage and lead an inbound or outbound acquisition team from the desk for new BT/EE customers, with a view to winning new business and growing existing accounts where the opportunity presents itself. This role plays a key part in growing the SMB base by supporting and coaching a team of sales advisors winning new business in an increasingly competitive environment.

• 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.
• Collaborate by actively building relationships both internally and externally to deliver the best possible results and share best practice.
• Achieve KPIs to meet SLAs 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 the wider team.
• Ensure the team receives all relevant communications and updates; train and develop agents to broaden skillsets and remain compliant in sales activity.
• Act as the first point of contact for any customer escalations and take full ownership of these, following processes to meet customer needs while driving ownership and responsibility for customer calls, ensuring every customer contact is seen as an opportunity.

BT have moved to a hybrid working model - you can work from home certain parts of the week as per the SMART working model.