Customer service advisor at BT

Start Date:
Central London & City
Programme Type:
Apprenticeship - Advanced Level (Level 3)
Review Date:
May 2017

Review Score


1. Please give an overview of your role and what this involves on a day-to-day basis:


my job is to be a customer service representative. I have to handle incoming calls in regards to peoples broadband. I have to build better opinions of bt for the customer.

2. Have you learnt any new skills or developed existing skills?


I currently do not feel like I have either learnt anything new or developed any existing skills. I am working towards a level 3 nvq in customer service, a job that I have been in for a long time.

3. To what extent do you enjoy your programme?


I really enjoy working with the people that I do, they are a good team. The job itself is quite mundane and I feel like it was made to sound like something it wasn't.

4. How valued do you feel by BT?


As a whole I don't feel particularly valued by them, the only time that I do feel valued is when positive feedback comes back from customers.

5. How well organised/structured is your programme?


the training itself is very beneficial to helping us with the documents. Support within the workplace is not always that great as we struggle to get the time off line to complete the work.

6a. How much support do you receive from your training provider?


Our training provider is always available for us to ask questions and gives us good honest feedback when submitting work. He has a good attitude towards helping us and always does his best with any queries we have.

6b. How much support do you receive from your employer?


I feel that the support from the employer isn't always that great. There isn't always time made for us to do the work and neither of the floor managers have completed apprenticeships so although they are aware of the goals, they don't know the real importance of achieving them.

7. How well does your salary/package meet your costs?


I really struggle on the wage that I receive especially when my wages have been messed up 3 times out of the 5 months I've been here. I have to travel further which means I pay more out on petrol too.

8. Are there many opportunities outside of work?


I've never been out of work. There are not many activities that the company organise. Out side of work I have my own hobbies and occasionally help out at the local food bank.

9. Would you recommend BT to a friend?


9b. Why?

Because I feel that there were promises made that were not kept and that in a big company you just get lost. You are a number not a person. I also feel that the support is not as high as expected.

10. What tips or advice would you give to others applying to BT?

Always reply on time, and make sure that when you have interviews that you are on time. The assessment centre is fun and a relaxing environment.

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