Customer Service Delivery at BT

Start Date:
2019
Location:
Gloucestershire
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
Salary:
£21,000 annually
Review Date:
May 2019

Review Score

10 /10

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

10/10

My role consists mainly of working on the copper network, dealing with faults such as voice issues and disconnected lines. I also install new lines to customer premises which might include installing dropwires, climbing poles and dealing with customers face to face when installing NTE's in the end users home.

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

10/10

Coming from a retail background I have been able to transfer customer service skills and develop them in my new role with Openreach. I have learnt many new skills such in my new role with are specific to my daily tasks such as how to use the equipment provided to me and how to safely use ladders with my new Tetra Kit.

3. To what extent do you enjoy your programme?

10/10

I am enjoying my programme very much, the training I have been provided with has been first class and any issues I have had I know I get speak to anyone to help solve it. On the Job support is always there and very useful but mostly I enjoy the teams and other colleagues I have met as they are very friendly and extremely helpful

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4. How well organised/structured is your programme?

10/10

We had a vey informative introduction during our first few weeks in our roles. We found out everything we should expect and what's expected of us. we have had some booked days where we can work on Our NVQ work and we also have a lot of information put on our laptops to refer to.

5. How much support do you receive from your employer?

10/10

My employer has been very supportive so far, any issues I have had my manager has answered any question I have asked. My buddies who I have been with have also pointed me in the right direction with any information I have needed. The support has been very helpful and I have never been left not knowing what to do.

6. How much support do you receive from your training provider when working towards your qualifications?

10/10

As I am only in to the first few weeks of my roles I have not seen much of the training provider but that because they have given us time to settle into our new roles, however I do know when my training days are and have recently been in contact with them with questions which have been answered.

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

10/10

Once I have the qualification I feel that my skills on the job will greatly improve and therefore help drive my productivity and standard of work. the ERR we have recently completed has help me understand hope the business works and where I can find any informative about my job or even company policies.

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

10/10

I do know that Openreach have a Facebook group made by some of the colleagues as well as a company page you can join. There is also an internal social network called wired that colleagues can join. I am unsure of any sports team etc but I am sure they can been found on the Intranet or even team building exercises that some of the managers run for there teams

9a. Would you recommend BT to a friend?

Yes

9b. Why?

Everything about the role in openreach has been very positive and I feel very happy and valued in this company. The equipment and tools are all provided including company vehicle, a very well paid apprenticeship and first class training. There is also a lot of options within the company if someone wanted a new challenge

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

The process for me was long so you do need to wait. Don't rush any part of the interviews as that's when mistakes can be made. Listen to all instructions given and double check any work you do before presenting it to the interviewers, quality more than quantity.

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