Customer Service Advisor at BT

Start Date:
East of England
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 role officially is a Customer Service Advisor, my tasks include taking customer calls, resolving customer issues and passing them on to relevant departments to get their issues resolved. I speak to other departments on behalf of customers in order to resolve customer issues and liaise with other advisors.

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


I have developed my customer communication skills, enabling me to better help customers and efficiently deal with problems. I have performed training related to the systems that I use and also further training geared towards customer interaction.

3. To what extent do you enjoy your programme?


I very much enjoy working with the team I have been put into, the interactions I have with fellow colleagues every day puts me in a good frame of mind and allows me to enjoy coming to work.

4. How valued do you feel by BT?


Honestly, I do not feel valued by the company, my apprentice manager is great and he is massively over-worked, the company however as a whole including my managers do not support me and my apprenticeship and make it difficult to progress effectively.

5. How well organised/structured is your programme?


The programme itself is relatively well structured and organised with regular reviews and targets to meet, the targets are challenging but perfectly reasonable.

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


My training provider is doing the best he can to give us as much support as possible, he is easy to talk to and is always willing to listen to any issues we have and help out if he can.

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


We are in a call-centre environment and that is clearly more important to my managing staff than the apprenticeship, stats and overall performance are of paramount importance which goes completely against the 'Great Conversations' training we received which was geared totally towards getting the best result for the customer regardless of advisor statistics.

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


The apprenticeship is very well paid compared to most available, however for me personally it's a struggle to do anything much more than live on the wage, most of my wages that aren't already accounted for in terms of bills go towards travelling (330 miles a week).

8. Are there many opportunities outside of work?


The apprentice network has plenty of opportunities to visit premises' around the country and attend events to help with networking, socialising and fun in general. There are many opportunities to volunteer too, overall the company and the apprentice network give a large amount of opportunities to get out and network with other organisation members.

9. Would you recommend BT to a friend?


9b. Why?

Job security and slightly above-average benefit packages, opportunity to move upwards and build a career as well as being able to network with important people.

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

Be professional and show a great willingness to learn, get involved in activities and make an effort to socialise and make friends, let your personality show and don't be afraid to discuss big ideas if you think they may help in the future.

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