Customer Help and Support Advisor at BT

Start Date:
Programme Type:
Apprenticeship - Advanced Level (Level 3)
Review Date:
June 2019

Review Score


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


My job role is a multi-skilled advisor; this role encompasses Business Billing, Business Repair and Business provisions. These are 3 customer service roles which are in very high demand from our customers. I began with Billing when I started my Apprenticeship and worked within billing only for around 6 months. Throughout this period I gained fantastic experience in terms of dealing with a wide range of customers and how to go about certain situations. A large volume of the billing calls that we receive are from customers who simply can’t understand either their paper bill or their online bill, as this is so common and I have a large amount of experience in this I generally have a fairly smooth and easy time with this query. However each and every call is unique and has its quirks, there is a multitude of different queries that could crop up within billing, too many to list, however this is how you gain experience and the more complex calls can be very useful and educational.

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


Throughout my time working in BT I feel that I have gained numerous skills and also developed some as well. I am used to working customer service roles so had a good grounding, however this role has definitely increased my confidence in talking to and understanding customers as we speak to such a variety of different customers.

3. To what extent do you enjoy your programme?


This programme is very enjoyable for a number of reasons, whilst we are on the job learning we can be simultaneously earning money. We are constantly supported and are given opportunities to take time step back and be offline and focus more in depth on the specifics of our role and we get to do this within our great team of like minded colleagues.

4. How well organised/structured is your programme?


We usually have a good schedule to where we can see our rota for the upcoming 5 weeks, this is very useful as we can plan ahead and make sure that we are properly prepared for all up coming study sessions or coaching sessions. These are raely cancelled and are held of high importance.

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


our employer offers us lots of different support paths. In the form of our manager who is always on hand to support our queries and needs, if we ever have any difficulty we also have 2 coaches on the floor that we are able to ask for assistance from whenever.

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


Our personal training provider offers a multitude of support throughout our apprentice program, any slight issue that we have they are able to assist us with. We have regular face to face study meetings which provide us with the experience from our trainer and help us really think about our programme as we progress.

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


Our qualification gives us a must stronger and broader range of experience with the topic of business as a whole. This is the main focus of our job role so is very important. A lot of this would be hard to pick up on the job so it is very useful learning all of the extras which give you an edge when speaking with customers.

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.)


Within our workplace we have lots of opportunities for extra curricular activities and socialising, these include the three work days a year that we get to be able to volunteer for whatever cause we like. Our team also organises days and nights out which I feel really improves bonding within the team.

9a. Would you recommend BT to a friend?


9b. Why?

I would recommend this BT apprenticeship to anyone as it is a very good beginning platform in the world of work and business and can have many different avenues that you can follow after completion. We are also given a fairly decent wage for the work that we do at BT.

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

I would strongly advise any one looking to apply to BT for an apprenticeship would be to do some initial research on the company as a whole as it shows that you really have an interest in what your applying for and its not just for the sake of it.

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