About this role:
In this role you will deliver defined revenue, product volume and quality targets through retention of UK SME customers. Sales opportunities are initiated by either an outbound call or Inbound blend call as part of a specific campaign and in accordance with business requirements.
You will answer and respond to customer enquiries efficiently, effectively and appropriately in accordance with defined processes and procedures.
The
EE Retentions Advisor
plays a key role in retaining and growing our Small and Medium Business customers.
The role is primarily
outbound‑focused
, engaging existing customers to protect contracts, reduce churn, and identify growth opportunities. The team will also provide
inbound support during peak demand
, ensuring customers receive timely, high‑quality service.
This role requires strong customer conversations, commercial judgement, and flexibility to support business needs.
By delivering compliant, value‑led conversations and supporting key customer programmes, the role plays a direct part in strengthening long‑term customer relationships while supporting wider transformation and efficiency goals.
What you‘ll be doing:
Outbound Customer Growth
Proactively contact existing SMB customers to:
Protect customers at risk of churn.
Support contract renewals and retention activity.
Identify upsell and cross‑sell opportunities aligned to customer needs.
Hold confident, value‑based conversations focused on long‑term customer outcomes.
Clearly explain products, pricing, and contract terms.
Ensure customers receive correct information and documentation before orders are placed.
Inbound Support (When Required)
Support inbound call volumes during busy periods.
Identify upsell and cross‑sell opportunities aligned to customer needs efficiently and professionally.
Take ownership of issues through to resolution, using correct processes.
Deliver a consistent customer experience across inbound and outbound activity.
Customer & Process Excellence
Maintain accurate customer records and contact details.
Follow all sales, compliance, and data protection requirements.
Use CRM and sales systems correctly at all times.
Escalate risks, complaints, or vulnerabilities appropriately.
Work closely with wider teams to resolve issues and improve outcomes.
Performance & Collaboration
Deliver against agreed performance measures, including quality, retention, and growth.
Actively engage in coaching, feedback, and development sessions.
Support a “one team” culture by sharing best practice and helping colleagues.
Essential skills/experience:
Strong communication and listening skills.
Confidence handling objections and challenging conversations.
Ability to balance customer needs with commercial outcomes.
High attention to detail and strong compliance mindset.
Comfortable working across inbound and outbound activity.
Desirable skills/experience:
Experience in outbound or inbound sales and retention
Experience working with SMB or business customers.
Knowledge of telecoms or B2B services.
Experience using CRM and sales portals.
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:
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
Equalized 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.
