Meet our dedicated Business Sales Executive

As part of Employee Appreciation Day on 7 March, we interviewed Damien Leslie, who works in Three Business Sales. He joined us in 2016, and explains his role in delivering the best possible customer service.

As a Business Sales Executive I am responsible for delivering voice and Mobile Broadband connections to Three's new and existing business customers. I maintain communication between Three UK and its key business accounts, with the aim of growing the existing business base by adding value and revenue to our core business.

This is a target orientated role dealing with inbound calls from potential Three UK customers and as key point of contact for existing business customer base for additional sales and upsales as well as outbound calls to generate new business.

When you provide a customer with warmth and a positive experience, it goes beyond just a single call or making a sale - it creates a lasting impact. What I love most about my job is engaging with customers. I truly feel like an extension of the businesses I support, rather than just an employee of Three Business. I’m not only part of my company; I’m also a trusted partner for these businesses, their go-to person. Maintaining strong communication is essential for their success.

Their teams and companies depend on me, and if I can’t resolve an issue myself, it’s my responsibility to connect them with the right department. When I solve their problems, they place their trust in me - and, in turn, in Three Business.

Business customers often reach out to us seeking reassurance on how we can meet their specific needs. They are evaluating their options and, given the current market conditions, are also looking for a competitive price.

Network reliability and speed are top priorities, as is ensuring a smooth transition when switching to our service.

When it comes to pricing, we are highly competitive, supported by our business price promise guarantee, which ensures we beat quotes from EE, O2, and Vodafone. It’s my job to clearly communicate this to the customer.

We provide business-specific support so that customers can always get the best out of their account, and have been voted the Best Network for Business for 2 consecutive years.  Highlighting this helps strengthen our credibility and build the customer’s trust.

My goal is to present a solution that addresses these key factors while also responding to any additional concerns the customer may have during the conversation, ultimately winning them over.

One of my customers runs a business that supports vulnerable people. He contacted me to request the cancellation of five numbers on his account, which I processed for him. A month later, he emailed me in distress, reporting a network issue - two of his numbers weren’t working. He was extremely stressed, and I knew I had to stay calm and resolve the issue as quickly and efficiently as possible, as these numbers were critical for supporting vulnerable patients.

After investigating, I discovered that the two affected numbers were part of the five he had previously requested to be cancelled.

To resolve this urgently, I arranged for new SIM cards to be delivered to multiple addresses via next-day delivery. This required coordinating with our logistics team to authorise DPD shipments. Additionally, I set up call diversions for the affected numbers to ensure service continuity. The SIM cards arrived as planned, and I successfully transferred the required phone numbers. The entire issue was resolved within 24 hours.

My customer was absolutely thrilled, and his response was incredibly appreciative. I was determined to fix the issue before the weekend to ease his stress, as I always strive to resolve problems as quickly as possible. My manager also supported the process, and we worked together as a team to make it happen. As a result, this customer has since recommended our services to two other companies. 

It’s all about being prepared. With the training and support we’re given from managers, we can resolve issues very quickly. Having that support from management makes Three Business a great place to work – the amazing training makes us good at what we do, which gives us a lot of confidence around customers.

Our sales process is clear, precise, and designed with the customer in mind. I start by discussing their options over the phone, then follow up with a detailed email so they can visually review everything we’ve covered. While on the call, I walk them through the email to ensure complete understanding.

This approach builds trust, as customers receive clear, step-by-step information right from the start. Throughout their contract, they know they can always reach out to me for support. We prioritise transparency and honesty, which our customers truly appreciate and value.

In many ways, we act as a one-stop shop. If I can’t resolve an issue myself, I’ll connect them with the right department to ensure they get the help they need.  

Customers appreciate our offerings because we provide a seamless, all-in-one solution that caters to both their professional and personal needs. With our 5G hub, we ensure reliable connectivity at home for the family and in the office for the business. We also offer mobile phones and SIM cards tailored for both work and personal use, creating a comprehensive package that simplifies connectivity. Our approach isn’t just about business support - it’s about enhancing family life, too.

Every quarter, we share updates with Three Business about our roles, providing feedback on what is working well and where improvements can be made. For example, I once raised an issue regarding customers’ SIMs being accidentally cancelled. As a result, we now have the ability to personally reactivate SIMs without a lengthy process. The senior management team within Three Business values our input and as a result we are constantly enhancing our customer experience.