Customer help and support 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 title is 'customer help and support advisor'. My role is to help and assist customers with any problems they may have with their broadband. On a daily basis, I speak to numerous customers with the intent to fix their broadband issues. I speak to a numerous amount of teams within our company. My responsibilities include handling confidential customer data, resolving customer issues, transferring to the correct department and also leads put in for sales.

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


Since joining BT, I have developed skills in communicating with customers and being able to speak to them and have great conversations. I have also gained skills on how to pitch a sale or survey to the customer. Adding to this, I've learnt how to use multiple different PC systems which help with my role. I also intend to earn an NVQ by the end of my apprenticeship.

3. To what extent do you enjoy your programme?


I enjoy the job I do, as time goes quickly and some calls make the days a lot more enjoyable. The feeling of helping a customer is valuable. Also, I enjoy the opportunity to be able to put sales in and gain commission towards that. I believe it is valuable to have similar aged team mates who are in similar positions in their career. This enables us to grow together.

4. How valued do you feel by BT?


I feel valued by BT because when I receive green alert surveys from customers they get emailed over to me by my manager with positive feedback. Also, my manager would email me when my daily stats are impressive and that makes me feel valued and makes me feel like I am doing my job well.

5. How well organised/structured is your programme?


I feel like the job part of the apprenticeship was well organised and structured well. This is because the training was put in at the start and we had floorwalkers to help settle us in and become the employee's we are today. However the study part of the programme could be better organised as we have rarely had days for us to complete apprenticeship work where help was available to us if we needed.

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


My training provider [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] does provide great help and support because he is knowledgeable and helpful, he is also well organised. However this is made difficult for him to be able to provide consistent help and support because he has to deal with so many apprentices, his workload is high hence I do not believe that I am getting sufficient support enough.

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


BT support me with my job role in order to make sure we are able to do the job role they provided us with virtual training videos which helped me settle in when I first started as it gave me an insight on what I should have expected. However, there is limited help with the education part of the apprenticeship, as the independent study days have been declined.

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


My salary package isn't a great amount however for an apprenticeship I do believe the apprenticeship salary is better than what other companies offer. However having said this, Others who aren't apprentices do the same role and exact job but get paid a lot more. The salary just about meets my costs as travel does cost a lot of what I earn.

8. Are there many opportunities outside of work?


There aren't many opportunities outside of work, there are rarely opportunities to attend college days and other workshops however there are very limited spaces per team and it's difficult to be selected. There have been voluntary work opportunities available which were declined by the team managers not allowing us to complete the extra work needed.

9. Would you recommend BT to a friend?


9b. Why?

I feel that an apprenticeship with BT is great way to start a career. I feel like the training given is valuable and sufficient. Adding to this there are many open doors for one to exceed and move up the ladder. The company helps making sure each and everyone is meeting their targets and this makes a person a better professional. One to one coaching with managers also help.

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

To those apply for BT, I would tell them to go for it. BT provide more than enough training to get a new employee started whilst the rest of the job and knowledge is picked up on the job. Hence, to those applying for the job, previous experience is not really necessary. The application process is an online form with an assessment online which is fairly simple. The interview was an assessment day in which was a group event which made it easier for me. A presentation would need to be prepared beforehand. However, I would have been liked to be more informed of the job role and what the specifics of it were.

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