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Customer Service

Customer Service Practitioner Level 2

Our Customer Service Practitioners deliver high quality products and services to the customers of our organisation. As an apprentice you’ll learn all about our products and services so you can help customers choose the packages that are right for them.


You’ll also find solutions for customers when things haven’t gone according to plan. You’ll learn to use your judgement and make the right calls for both customers and BT, and when you’ve made a promise to a customer, you’ll always stick to your word.

We want our team to be the very best it can be, so we’re looking for people who can build a personal connection with our customers. Whether that means filling pauses by chatting about sports teams or simply letting them know you understand their problem and you’ll do your very best to help. It makes a big difference to customers. So if you’re gifted in the art of conversation, you’ll fit right in.

Training & support

Throughout the course of your apprenticeship you’ll gain a wealth of invaluable experience. You’ll also be taught job specific skills such as how to relate to customers, time management, listening skills, how to keep calm under pressure and how to diffuse difficult conversations. You’ll also get to know our systems inside out, enabling you to use your initiative to solve queries and keep our customers happy.

Completion of this apprenticeship will make you eligible to join the Institute of Customer Service as an Individual member at Professional Level. Should you choose to progress on a Customer Service career path you may be eligible for further professional membership including management.

Entry requirements

No formal qualifications are required to join our Apprentice Customer Service Practitioner Level 2 programme, however a good level of literacy and numeracy would be a distinct advantage.

Locations

Bangor, Dundee, Glasgow, Liverpool


Customer Service Specialist Level 3

The main purpose of a customer service specialist is to be a professional for direct customer support within all sectors and organisation types. You’ll be an advocate for Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries. You’ll often be an escalation point for complicated or ongoing customer problems.

As an expert in your organisation’s products and /or services you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service.

You’ll utilise both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. You’ll have the opportunity to work in a wide variety of environments including call centres, retail, webchat, service industry or any customer service point.

Training & support

Throughout the course of your apprenticeship you’ll gain a wealth of invaluable experience. You’ll also be taught job specific skills such as business knowledge, customer journeys, customer insight, service culture and environment awareness.

Completion of this apprenticeship will make you eligible to join the Institute of Customer Service as an Individual Member at Professional Level. Should you choose to progress on a Customer Service career path you may be eligible for further professional membership including management.

Entry requirements

To join our Apprentice Customer Service Level 3 programme you’ll need to achieve at least 4 GCSE's at grades 4 – 9 (GCSE C or above) including English Language & Maths.

Locations

Bristol, Hatfield, Manchester

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Digital Support Technician Level 3

The role of a Digital Support Technician is to maximise the effective use of digital office technologies, productivity software, and digital communications, including collaborative technologies, and digital information systems to achieve objectives.

There are two options:

  • A Digital Applications Technician helps BT and its internal users to maximise the use of digital technologies and adapt to and exploit changes in technology to meet organisation objectives and maximise productivity. You’ll learn how to ensure the effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives.
  • A Digital Service Technician supports the external customers and clients of BT though a wide variety of digital channels to help our customers access and receive services, and to coach and support them in their use of the digital systems. You’ll be taught how to support them to complete and submit information remotely and to diagnose and resolve their problems in relation to access and use of digital technologies.  

Training & support

Throughout the course of your apprenticeship you’ll gain a wealth of invaluable experience. You’ll also be taught job specific skills such as how to apply relevant digital technologies effectively to achieve objectives, how to monitor and operate complex digital information and intelligence systems and how to communicate effectively though digital channels.

You also learn how to respond to user enquiries, how to maintain data, digital resources and data systems, how to work as an effective member of a team. You’ll also have the opportunity to learn through digital resources and to develop an awareness of current, emerging and fringe digital technologies.

Entry requirements

To join our Apprentice Digital Support Technician Level 3 programme you’ll need to achieve (or be on course to achieve) a minimum of 4 GCSEs at grades 4 – 9 (GCSE C or above) including English and Maths.

Location

Barlborough

 

Please only apply to your first choice apprentice programme in a location that is accessible to you (as we can't cover relocation costs). If you're interested in more than one of our programmes then mention this on your application, and we'll consider you for all of the programmes you've listed. Good luck!

HINTS AND TIPS

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FAQS

Covering subjects from the programmes themselves, eligibility requirements to the application process and technical issues.

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