Telesales Advisor

Job Ref:

Job Title:
Telesales Advisor

Preston Brook


Closing date:
19th October 2017

Job Description

O2 is the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. With over 25 million customer across the UK, O2 is one of the world`s most innovative companies putting our customers at the heart of everything we do.

We are more than just a network. We open up the endless possibilities of technology, connecting our customers to the things that they love and exploring new ways to open up the world for them.

We are always on the lookout for great talent. Just like our customers, we offer our employees more. From a choice of benefits, rewards, training and ongoing career development there are many reasons to join O2.

Your Role:

-To consistently demonstrate strong sales skills with the ability to re-sell, cross-sell and up-sell to customers using consultative techniques with needs based selling skills and uncovering sweet spot opportunities.
-Ability to make effective customer contact through inbound and outbound calls, building strong relationships, identifying opportunities to meet their requirements
-Take Webchat calls and convert into sales opportunities
-Provide the customer with the best solution at all times
-Ensuring the customer service levels are met and exceeded wherever possible
-Respond to all customer queries with accurate and complete information
-Set and manage customer expectations
-Communicate the benefits and promote O2
-Accurately capture information regarding the customer to add to the O2 database by using fact finding techniques
-To be able to deliver a high call productivity rate against challenging SLA requirements.
-Any other task deemed to be appropriate, as directed by changing business requirements


-To achieve challenging Sales KPIs including mobile, digital and tablets targets amongst others
-Outbound calls to Business Online orders. Credit checking customer and processing their order.
-An ability to effectively and efficiently understand O2`s business products and tariffs (mobile, digital products, Broadband and Landline), whilst adapting to changes with these propositions.
-Ability to self-manage and mutli-task workload through-out the day.
-The ability to objection handle and re-sell packages to customer who wish to cancel orders
-The ability to up-sell customers to additional products. Where the advisor would demonstrate strong needs based selling techniques.
-Strong team skills and an ability to pro-actively and effectively work across departments and work streams ensuring the right outcome is achieved.

Skills & experience:

-Sales skills with the ability to seek sales opportunities to re-sell, cross-sell and up-sell through sweet spot and needs based sales techniques.
-Relevant experience, which is essential to the role
-Excellent customer service skills with the ability to deal with challenging conversations and complex issues
-Strong objection handling skills
-Ability to consistently and proactively adapt to ever changing business requirements and processes
-Good working knowledge of, Dise, Implementation forms and processes, MNP, Business Gateway, Microsoft Office (specifically Outlook, Word and Excel) and database management.
-High level of confidentiality and trustworthiness
-Excellent Communication and Interpersonal Skills
-Self-starter and motivated as well as a good team player
Grade: CSA2

Salary and benefits:

A competitive salary and benefits that you get to choose, including our cycle to work scheme, carbon offsetting, flexible working and childcare vouchers. Great news if you`ve got little ones or other family commitments, or if you want to be more green. And of course you can expect support, recognition and the chance to progress with us.

Telefonica`s commitment to a great work-life balance allows us to consider flexible approaches to working. Like to know more? Feel free to raise it.

Joining Telefonica means opening up a world of freedom, support and possibility. A fascinating world where you`ll be able to think bigger, be bolder and try new things. And where there are endless opportunities to develop your career.
There`s so much to discover. Your adventure starts here.

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