Technical Support and Customer Service agent at BT

Start Date:
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
Review Date:
July 2020

Review Score


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


during my role I speak to customers who may have broadband and landline faults and go through diagnostics with our customers to try and regain there connection.

I also speak to customers who would like to register complaints and have billing query's as I have also completed customer support training.

I will raise any faults that cannot be fixed by first point of call and process refunds/credits and complete general customer service inquiries

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


at plusnet I have learnt many new skills, I would say that I have learnt more in this role than I have at any other job I have had. Not only have I learnt things about Plusnet products, services and systems but I have also learnt how to handle certain types of customers and this is something that I can take away with me to other jobs and roles. I think it is good that not only do I know how to do my job well and I learn new things every day but I have also gained life experiences

3. To what extent do you enjoy your programme?


I have enjoyed many things during my program. The main thing that I will take with me when I leave is the friends that I have made, our team is like a little family and we are all there for each other if one of us needs help and that is what I think is good about plusnet.

Everybody is approachable and I have enjoyed the job more than what I thought I would

4. How well organised/structured is your programme?


The apprenticeship works was set out really easily and this helped me organise my workload. The support offered was also really good as if we ever had any questions then we could always email our trainers or even find the support from our team members as we were all learning the same thing at the same time.

Progress was really organised and having a monthly meeting to track our progress was very helpful as I always knew what I needed to work on

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


We had massive amounts of support throughout the apprenticeship and this came from all directions. As discussed, monthly meeting with team leaders helps me track my progress and this was really helpful, I also enjoyed how we can get together as a team and offer each other constructive feedback and apply this to our calls

We have a help number for staff support aswell and I think that this is very good because it is confidential

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


10/10 we would always receive praise when it was needed and any feedback that has been given to us throughout the program has been constructive and the support given to improve what we need to improve is also great and we are never short of access to support if our team leader is around.

There is always someone on the floor where we can receive support from if it is needed at one time

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


the things that we have learnt throughout our apprenticeship are helpful for day to day life outside of work as we learn how to handle people and how to adapt ourselves around certain behaviors from people.

I also think that this line of work has also taught me how to keep myself calm in situations and if the other person gets loud I have learnt that the best way to calm the situation is to find a resolution and this is something that I have learnt in my role here

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.)


outside of work our team keep in contact via group chats and we also go out for drinks after work hours as well to be socialable with each other out side of work.

We don't have any organised programs that are ran by plusnet however I think that this would not get used as most people just want to go home to their kids when they finish work so this would not get used

9a. Would you recommend BT to a friend?


9b. Why?

I think that working here is really fun and we get lots of perks

such as free canteen, games room and discounts in shops throughout the city

I have also recommended my friends to work here as there is lots of training and I think that is is good that we do not get thrown in the deep end and we will not be left to do our job on our own unless we feel comfortable

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

I would advise you to come with a positive mindset and willing to learn and take in lots of information as there is lots of interesting things to learn about the company and the products ans services we offer

I would also advise new comers to not let complaining customer =s get to you as it can be frustrating and to just remember that they are not taking it our on you but they are just unhappy with the company

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