CenturyLink Manager Sales Support - EMEA in Basingstoke, United Kingdom

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

The Sales Support Associates (SSA) Manager will be responsible for leading a team of SSA’s in the completion of their work, together with recruiting new SSA’s, line managing and ensuring adequate training of the team. The SSA Mgr will also be required to perform many of the tasks that an SSA does themselves, together with acting as an escalation point for both internal and external customers.

Job Description

Builds a high performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and take action. Demonstrates Company’s values, maintains a positive open demeanour, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration.

Communicates appropriate offers to retain customers who have called to disconnect service. Qualifies inbound calls from the sales support line from prospects and existing customers. Up-sells additional services when possible to existing customers, and will qualify prospects and customer inquiries. Initiates outbound calls to qualify new leads and prospects for the sales acquisition team in support of various revenue growth and customer retention initiatives.

Works on special projects in support of revenue growth and customer retention. Maintains and updates customer account information in the appropriate Sales systems. Coordinates resolution of customer escalations. Acts as project manager and customer liaison for escalated, long duration service or billing issues. Communicates planned re-rates to customers.

Provides back-up and secondary territory coverage for vacant territories and absent account managers.


  • Working knowledge of all company products/services, service order processes and policies.

  • Technical understanding of internal provisioning systems.

  • Ability to use and manage Avaya call line for both incoming and outgoing calls.

  • Ability to use and manage SOCOM/OMC for recording applicable


  • Ability to understand Finance timelines, operating databases, and invoicing procedures as they relate to Inside Sales inquires/issues.

  • Ability to work with all levels of internal management, regardless of function.

  • Ability to conduct/present to Customers in regard to escalations and/or special projects as needed.


Alternate Location: UK-Basingstoke-Redwood

Requisition #: 200515

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/