Customer service advisor at BT

Start Date:
Cardiff, UK
Programme Type:
Apprenticeship - Advanced Level (Level 3)
£16,000 annually
Review Date:
July 2019

Review Score

7.5 /10

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


My role is to take calls and assist with customers complaints and talk them through a process to ensure that our company don’t waste and engineers time sending them out. Therefore I run through a list of tests that the customer can do over the phone to try and support them

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


In my opinion I have learnt a few skills and developed my existing skills as time has gone on. I have gotten better at calls with customers and have improved my way in talking correctly and clearly on the phone I have also got better and talking to customers who are angry

3. To what extent do you enjoy your programme?


My programme can sometimes be a little long winded however I do enjoy the job. I enjoy speaking to new people everyday and I like having my own desk space and enjoy helping people, I feel like a good feeling when I help someone out and make them fix their problem

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4. How well organised/structured is your programme?


The programme is structured fairly well and I have a lot to do every day I keep busy and get myself motivated for my job. There are many different Things to learn and I enjoy progressing through the course I also feel like it is laid out well and I get a good amount of work experience in

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


My employer can be supportive however they generally leave me to my own devices to get the job done I am able to ask for help most of the time when managers are not busy but I usually only get feedback if it is bad feed back. I feel like the support could be improved

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


My training provider teach my the usual things and they give me good feedback after each assessment unit and I get my work marked fairly quickly. One thing I dislike is the lack of time I get given to complete my work and a lot of it has to be done in my own time

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


The role i do is customer based and a lot to do about how you give the customers a good experience i get taught how to communicate correctly and practice real scenarios which make me better at my job as I feel more calmly and can talk to the customers properly

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.)


There aren’t really any professional networking events or any sports activities but there is sometimes social events which are usually held around Christmas time or if someone is celebrating and invited people from work. Getting to know people outside of work is nice and it’s good to make the friendships

9a. Would you recommend BT to a friend?


9b. Why?

As I am working for one of the leading company’s out there I feel that I owe a duty to represent the name of the company well. I enjoy my job and I am gaining a well recognised qualification. I also feel that I enjoy my programme and think anyone would

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

Start your application with a good cover letter followed with a well structured curriculum vitiate. After that I would just suggest being polite and organised as well as making sure you are punctual and not late for anything. Respond to any emails in a professional way and prepare for the interview questions

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