Sales Team Leader

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About the role

As an EE Retention Team Leader, you will lead a team of advisors operating in a predominantly inbound SME environment, supporting customers who are contacting us with queries, concerns, or considering leaving. Your focus will be to retain and grow customer relationships, ensuring advisors deliver excellent service while identifying opportunities to upsell and cross-sell across the EE and BT portfolio where appropriate.

You will create a high-performance, coaching-led culture, using data and insight to drive performance across key metrics such as retention, conversion, value, and customer experience. You’ll play a critical role in balancing customer outcomes with commercial delivery, ensuring every interaction adds value. Working closely with internal stakeholders, you will also contribute to the ongoing development of the retention and service model — helping shape how we improve customer experience, grow revenue from existing customers, and strengthen our position in the market.

What you’ll be doing

Lead & Coach a High-Performing Team Lead, motivate and develop a team of 10–20 advisors in a high-volume inbound environment

Deliver structured, data-led coaching to improve individual and team performance

Embed consistent routines (1:1s, call listening, performance reviews) to drive continuous improvement

Create a culture of accountability, engagement and recognition

Drive Retention & Commercial Performance Deliver strong performance across key metrics, including:

Retention / save rate Conversion (upsell & cross-sell)
Revenue / value per interaction

Customer experience (NPS / quality)
Coach advisors to balance customer needs with commercial outcomes

Ensure every customer interaction is treated as an opportunity to retain, grow and add value

Use Data & Insight to Drive Decisions Leverage tools such as Salesforce and performance dashboards to track activity, pipeline, and outcomes

Identify trends, risks and opportunities at both team and individual level

Prioritise coaching and interventions based on performance insight

Enhance Customer Experience Support advisors in handling complex, emotive retention conversations with confidence and empathy

Own and resolve customer escalations, ensuring positive outcomes

Continuously improve how the team delivers service, retention and value

Collaborate & Improve the Operating Model Work cross-functionally with stakeholders to improve processes and customer journeys

Share best practice and contribute to the evolution of the retention and service model

Identify opportunities to improve efficiency, effectiveness and commercial performance

Essential Skills / Experience Experience leading sales and/or service teams in a contact centre environment Proven ability to coach and improve performance in a target-driven setting Knowledge of mobile and/or converged telecoms products Desirable Skills / Experience A highly engaged, high-performing team delivering consistent results

Strong retention performance with increasing commercial value per customer

High-quality, compliant customer interactions with strong customer outcomesA team that consistently turns inbound demand into growth opportunities

Ability to drive revenue while maintaining customer trust

Comfortable using performance data to identify actions

Able to manage resources, priorities and performance in a fast-paced environment Clear, confident and able to influence at all levels 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: 30% on target annual bonus

Access to an online private GP 24/7…