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Contact Centre Manager (Sales Growth & Retention) (147777)

Job function : Sales

Main location : UK & Ireland-United Kingdom-Antrim-Belfast

Schedule : Full-time

Working pattern : Standard

Salary : Competitive with great benefits

Closing date : Feb 13, 2021, 11:59:00 PM

EVP

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

About this role

Manage BT inbound and outbound upsell/cross-sell on the desk to maintain BT’s share of the market and drive product holding and levels of in-contract term in the base. Deliver EE OB and IB Retention sales volumes across full EE SME portfolio.

Enterprise has around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.

You'll have the following responsibilities

* Lead the team that upsells/cross-sells BT products across product towers
* Lead a team selling to EE customers covering Inbound and Outbound calling.
* Motivates a team to handle inbound and outbound calls and drive cross-sell and retention sales volumes , motivating them to be resilient against adversity or rejection
* Deliver an excellent level of service to SME customers, delivering on Quality interactions and minimising complaints.
* Work with Marketing to generate demand to the channel.
* Represent the channel on trading updates, own Belfast site sales performance for BT and EE teams.
* Work with pay-plan and reporting teams to ensure accurate and appropiate targets and commissions are in place.
* Work closely with L&D to ensure sales people and Team Leaders have the required up to date skills.
* Collaborate across a range of key stakeholders including – Local Businesses, Partners,, Commercial/Trading, Marketing, Service, to deliver positive outcomes for BT and our customers.
* Provide thought leadership to win in the market
* Work with Sales Enablement and Data to ensure their teams have the right data sets to work with when managing customer retention and re-sign
* Collaborate with peers to ensure opportunities are maximised and resource is allocated in the right place depending on demand

You'll have the following skills & experience

* Strong people leadership capability, with experience/capability to lead team leaders.
* Sales leadership experience in a volume sales channel
* Understanding of account management and delivering quality service to top SME customers
* Strong commercial acumen
* Ability to lead in a fast paced volume sales channel
* Continuous improvement and quality mindset
* Customer focus, with strong problem solving capabilities
* Ability to work collaboratively across multiple disciplines including sales, marketing, 3rd party partners, commercial and HR.
* Ability to get the very best from people.
* Proven experience in delivering customer success
* Proven experience in delivering sustained sales performance.

Experience you would be expected to have: -

Mandatory

* Management of Sales teams in a B2B environment
* Account management experience
* Sales leadership experience in a volume sales channel
* Strong commercial acumen

Preferred

* Experience of Account Development
* Use of automated dialler tools
* Use of Salesforce CRM
* Experience of business development in the larger customers sub 100 employee level
* Previous business development experience in B2B
* Familiarly with both fixed and mobile portfolios
* Multichannel sales management across Digital and Desk channels

Benefits

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

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
Contact Centre Manager (Sales Growth & Retention) (147777)

Job function : Sales

Main location : UK & Ireland-United Kingdom-Antrim-Belfast

Schedule : Full-time

Working pattern : Standard

Salary : Competitive with great benefits

Closing date : Feb 13, 2021, 11:59:00 PM

EVP

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

About this role

Manage BT inbound and outbound upsell/cross-sell on the desk to maintain BT’s share of the market and drive product holding and levels of in-contract term in the base. Deliver EE OB and IB Retention sales volumes across full EE SME portfolio.

Enterprise has around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.

You'll have the following responsibilities

* Lead the team that upsells/cross-sells BT products across product towers
* Lead a team selling to EE customers covering Inbound and Outbound calling.
* Motivates a team to handle inbound and outbound calls and drive cross-sell and retention sales volumes , motivating them to be resilient against adversity or rejection
* Deliver an excellent level of service to SME customers, delivering on Quality interactions and minimising complaints.
* Work with Marketing to generate demand to the channel.
* Represent the channel on trading updates, own Belfast site sales performance for BT and EE teams.
* Work with pay-plan and reporting teams to ensure accurate and appropiate targets and commissions are in place.
* Work closely with L&D to ensure sales people and Team Leaders have the required up to date skills.
* Collaborate across a range of key stakeholders including – Local Businesses, Partners,, Commercial/Trading, Marketing, Service, to deliver positive outcomes for BT and our customers.
* Provide thought leadership to win in the market
* Work with Sales Enablement and Data to ensure their teams have the right data sets to work with when managing customer retention and re-sign
* Collaborate with peers to ensure opportunities are maximised and resource is allocated in the right place depending on demand

You'll have the following skills & experience

* Strong people leadership capability, with experience/capability to lead team leaders.
* Sales leadership experience in a volume sales channel
* Understanding of account management and delivering quality service to top SME customers
* Strong commercial acumen
* Ability to lead in a fast paced volume sales channel
* Continuous improvement and quality mindset
* Customer focus, with strong problem solving capabilities
* Ability to work collaboratively across multiple disciplines including sales, marketing, 3rd party partners, commercial and HR.
* Ability to get the very best from people.
* Proven experience in delivering customer success
* Proven experience in delivering sustained sales performance.

Experience you would be expected to have: -

Mandatory

* Management of Sales teams in a B2B environment
* Account management experience
* Sales leadership experience in a volume sales channel
* Strong commercial acumen

Preferred

* Experience of Account Development
* Use of automated dialler tools
* Use of Salesforce CRM
* Experience of business development in the larger customers sub 100 employee level
* Previous business development experience in B2B
* Familiarly with both fixed and mobile portfolios
* Multichannel sales management across Digital and Desk channels

Benefits

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

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
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