Customer help and support advisor at BT

Start Date:
Programme Type:
£15,000 annually
Review Date:
June 2019

Review Score

9.4 /10

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


Within my role at BT I am able to help the customers with many issues. I have received training on billing, provision, broadband and telephone faults. With this knowledge it is helpful as I feel like I can take control of the call without needing to confuse the customer by passing them through many different departments. I help customer out with a range of issues for example helping them fix their phone line by running them through line checks, talking them through their bills and tracking their orders. I think it is important to explain the situation to the customers simply to avoid confusion and give them the best possible experience with ourselves.

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


I now know how to help customers with their broadband speeds as well as run a line test with them. I have also developed my skills in chatting to customer and I feel like I am more confident in not only this but actually making them satisfied with their experience.

3. To what extent do you enjoy your programme?


I like the time we get to develop our skills in the apprenticeship programme. it is nice to be off calls and then develop my skills from a more relaxed environment. The booklets have been quite long so it would be good if there was some variety in how we get to actually show our work, like a poster or somethinh

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4. How well organised/structured is your programme?


the programme has a good structure. we get a study day every 3 weeks as well as regular reviews of how we are getting on. I can also se my progress on the e-portfolio to see the progression of my work through out my apprenticeship. I also get regular coaching sessions where I can ask for support too

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


I have received lots of support from my employer. all of the apprentices who started at the same time are in the same team so it means we can all support each other and can reach out for advise. my manager has also supported the whole team through out the apprenticeship.

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


I have received lots of training for my job. this included 4 weeks business billing training at the in September when I started. then recently I went to training for 5 days for order management provision, 3 days for telephone faults and 6 days for broadband faults. we also got support from floorwalkers when taking out fist calls

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


I feel like the questions are very open so there is a lot to talk about when I am adding to my e portfolio. I can relate the work to what I am actually doing on the job and it can be useful to reflect back on how I have helped them

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.)


though work we do go on team night out like go out dancing on the weekends to help us build friendships. there are also many opportunities to do volunteering as bt gives 3 volunteering days per year so hopefully my team a can get involved in that very soon a

9a. Would you recommend BT to a friend?


9b. Why?

they are a good company to work for and provide many opportunities for the future as well as having good support from your colleagues. the atmosphere is very good and there are lots of activities to get involved in. the company pays their employees well and provides good support to us.

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

I would advise that the job can be tricky, however, there are many benefits and the company are supportive. maybe they should do some research on the company before coming and think about the job role and what you can bring to the customers. show that you are a happy person.

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