Customer Service framework

Whats it like ?

As one of the largest contact centre employers in Europe, our contact centre operation handles a range of customer queries from faults to enquiries, from complaints to sales. In business, it's important we get it right first time, every time and to deliver this, we look to attract the very best people to work for us – people who understand the value of excellence in customer service and sales.

Who will I work with ?

You will work as part of a team of advisors handling customer contacts. Your key working relationships will include your team manager and coaches as well as apprenticeship support through your NVQ assessor, tutors and the wider apprentice community.

What will I be doing ?

Our on line advisor job roles are about listening, questioning, identifying solutions and delivering an outstanding experience each time we have a contact with a customer.

We need you wholly focused on the customer, to be responsible, enthusiastic, demonstrating interest and energy on every contact.

Our 2009 BT Retail Apprenticeship opportunities are in on line contact centre roles.

The Advanced Apprenticeship in Customer Service is a two year programme where you will be working toward:

• NVQ level 3 in Customer Service
• Key Skills Application of Numbers and Communication Level 2 / Core Skills Intermediate Level 1 (Scotland only)
• Technical Certificate in Customer Service Level 3 (England and Wales only)

The Higher Apprenticeship in Contact Centre Management is a 3 year programme where you will be working toward:

• Foundation degree in Customer Service and Contact Centre Management
• NVQ level 4 for Contact Centre Professionals
• Key Skills Improving own Learning and Problem Solving Level 3

In both apprenticeships, there are also development opportunities available which will further enhance your own skills.

Where will I work ?

Working in one of our contact centres, we're looking to recruit in the following locations

Birmingham (Sales Roles - Advanced Apprenticeship)
Cardiff (Customer Service & Sales Roles - Higher and Advanced Apprenticeships)
Dundee (Customer Service Roles - Advanced Apprenticeship)
Exeter (Customer Service Roles - Higher and Advanced Apprenticeships)
Lancaster (Sales Roles - Higher and Advanced Apprenticeships)
Lincoln (Customer Service Roles - Higher and Advanced Apprenticeships)
Middlesbrough (Customer Service Roles - Higher and Advanced Apprenticeships)
Newcastle (Sales Roles - Advanced Apprenticeship)
Newport (Customer Service Roles - Higher and Advanced Apprenticeships)
Nottingham (Customer Service Roles - Higher and Advanced Apprenticeships)
Sheffield (Customer Service & Sales Roles - Higher and Advanced Apprenticeships)
Skelmersdale (Sales Roles - Advanced Apprenticeship)
Stoke (Customer Service Roles - Higher and Advanced Apprenticeships)
Warrington (Customer Service & Sales Roles - Higher and Advanced Apprenticeships)

Why should I chose you ?

If you want to work within a major brand, have a passion for customer service and want to give yourself the best experience possible at the start of your BT career and combine academic, on-the-job and life-skill development, then we welcome your application. Salaries start from £10K and additional benefits available to you are what you would expect from a large trusted employer.

What do I need?

See our qualification requirements.