Desk Based Account Manager (Plymouth)

A highly successful BT Local Business franchise is experiencing phenomenal growth and is looking to expand their already succesful account team.
It is preferred if you have at least 3-6 months tele-sales experience to be considered for this role;

Key Objectives

• To maximise revenue for the BT Local Business and yourself by achieving Monthly Sales Targets
• To ensure highest Payplan reward and success for the BT Local Business by achieving BT Product Targets

Responsibilities

• Achieve Monthly Sales Targets by:
– Proactively contacting the BTLB customer base and selling BT’s entire range of voice, mobile and data solutions
– Developing customer contact strategies and building strong customer relationships
– Keeping up with market trends including competitor activities and identifying new and emerging business growth opportunities
– Responding to internal and BT-generated leads within the working day of receipt
– Effectively managing sales opportunities and pipeline within BT guidelines
– Creating leads for BTLB Desk & Field agents in accordance with specialist knowledge areas
– Constructively working as part of one sales team, sharing ideas, knowledge and resources

• Ensure Customer Satisfaction, in all our dealings with the BT customer base, by:
– Responding to inbound customer enquiries and proposing BT solutions to meet the customer needs
– Demonstrating professionalism at all times when representing BT to customers
– Managing customer expectation in terms of BT’s delivery, installation and billing
– Achieving 100% “Right First Time” when issuing all BT products and services
– Keeping informed on all changes to BT’s product and services portfolio and pricing
– Following all BT and BTLB internal customer satisfaction and order issuing processes

• Ensure an understanding of our BTLB and BT’s role in the current market place

• Use the BT-provided web sites and systems for all customer, product and pricing information

• Understand the regulatory, fair trading and competition rules relating to their work sufficiently to be able to comply with them, relying on their ability to recognise when they need specialist advice.

• Work such hours as are required to meet the responsibilities of your role and to maintain the service necessary to meet our customers’ needs

Personal Specifications

It is essential for the individual to be able to demonstrate the following:

• Customer Empathy/ Interest in a customer’s business
• Ability to develop effective customer solutions
• An effective communications style
• Focus and drive to meet minimum targets consistently
• Effective preparation and organisation
• Persistence in not giving up
• Being an effective member of the team
• Openness to learn with good listening skills
• “Right first time” order processing
• Proficiency in MS Word, MS Excel and MS Outlook

It is desirable for the individual to be able to demonstrate the following:

• Ability to drive customer change
• Ability to develop complex customer solutions
• Excellent Relationship Management
• Ability to plan alternative scenarios to minimise order loss
• Focus and drive to go beyond targets consistently
• Excellent preparation
• Relentless tenacity to get the best results
• A hunger to improve
• Be an ambassador that others in the team look up to