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Customer Experience

Customer Experience is the heartbeat of our business and if you join us, you will be too. Customers are at the core of everything we do and delivering outstanding customer service is our number one priority, so you will love delighting them whilst gaining an industry recognised apprenticeship.

Customer service – mobile delivery

The world of mobile is booming; we are all less reliant on fixed landlines and are gripped to the mobile services that allow us to connect with our friends, family, and sometimes our customers, on the go.

As a higher apprentice in Mobile Delivery, you will be working at the centre of the innovative and fast-paced mobile market. You will be responsible for providing a quality end-to-end service for a multitude of mobile network operators including EE, 3UK, Vodafone and Telefonica. Your organisation skills will be put to the test while you work across a range of exciting projects and programmes that focus on planning and integrating the 2G, 3G and 4G network for all mobile network operators across the UK. You will work at the heart of mobile innovation as you help to deliver the important roll out of 5G across the UK. You will be given real responsibility from the start as you work to balance cost efficiency while maintaining reliable and responsive Customer Service.

While on-programme, you will develop:

  • An understanding of the booming UK Mobile network
  • A broad knowledge of a variety of internal systems and you will become proficient across the Microsoft suite including Outlook, Word, Excel and PowerPoint
  • Stakeholder Management skills working with all the UK mobile network operators, external engineering contractors and other BT area’s including Technology and Openreach
  • Communication skills as you share progress updates in a timely manner with customers and learn to manage complex queries and escalate as required
  • An obsession with customers – you’ll need to know what they want and need, and ensure that you can proactively manage your workstack to deliver on time
  • Change Management skills as you use Continuous Improvement Tools and Techniques to proactively improve processes for the customer, the business and yourself
  • Knowledge of safe working practices to ensure appropriate procedure is followed when accidents occur

Locations

Manchester & Glasgow

Entry requirements

Higher apprenticeship - You’ll need to achieve (or be on course to achieve) two A-Levels with a minimum of CC grades. You’ll also need a minimum of five GCSEs at grades 4-9 (C or above) including English Language and Maths.

Apply now


Customer service and call centres

Starting your career with BT comes with serious bragging rights. Not only will you have loads of opportunities to learn and develop, you’ll be working for one of the UK’s biggest brands.

Superfast broadband. BT mobile. TV and HD sport. At BT, we entertain, educate and help millions of people to connect every day. We’re the biggest telecoms provider in the UK. We’re the only one to have our own fixed and mobile networks. Plus, we’re leading the way in sport broadcasting and entertainment.

As an apprentice, you’ll learn all about our products and services so you can help customers choose 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 customer service 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 and support

With our fantastic training and ongoing support, you’ll not only learn the ropes but you’ll develop personally as well:

  • Relating to customers – you’ll already be a people person, a great listener and you’ll only get better at this.
  • Using your time wisely – you’ll learn to manage your time so that our customers aren’t kept waiting and get the best service.
  • Keeping calm – customers might be upset or frustrated, but you won’t let this get to you. You’ll develop understanding, listening and how to diffuse difficult conversations.
  • Owning it – you’ll know our systems inside-out so you can use your initiative to solve queries and keep our customers happy.

Location

Warrington

Entry requirements

For our intermediate programme you will work towards a Customer Service Level 2 apprenticeship. No formal qualifications are required although a good level of literacy and numeracy would be a distinct advantage.

Apply now 


Customer Service (B2B)

Our Customer Service team is the voice of BT. We bring our services to life. It’s great when you help a customer and as a BT Apprentice you’ll pick up a huge amount of knowledge about the service we deliver to our customers and how BT makes a difference and through your qualification as an Apprentice, you earn while you learn. You’ll join Enterprise (our B2B unit), assisting our business customers with queries and helping them resolve their issues. You'll deliver an excellent customer experience in a Helpdesk environment so our customers won't want to go anywhere else. You’ll be working in a vibrant atmosphere where teamwork is highly valued. You'll get to know all about how our business works, about our products and services and the training is pretty top-notch too!

This role would suit a person who is happy to talk to customers on a regular basis and wants to deliver exceptional customer service throughout the entirety of our customers’ journey. We are looking for people who would enjoy taking responsibility for meeting their customers’ needs, keeping calm under pressure and who are committed to improving our customer care

Locations

Dundee, Liverpool

Entry requirements

For our intermediate programme you will work towards a Customer Service Level 2 apprenticeship. No formal qualifications are required although a good level of literacy and numeracy would be a distinct advantage.

Apply now  


Venture Voice

This role is closed for entry in 2019 

Become a member of the BT Voice Services team; a strong, agile workforce of 700+ personnel spread across locations throughout the UK who answer an average of 40 million calls a year including those for some of the UK's most critical services including Text relay and 999. From our technology to our training, we’ve built the most reliable and resilient high volume, inbound call handling service in the UK. Our team of extraordinary people are the calm and confident voice behind every 999 call. The calls we receive come out of the most extraordinary circumstances, so we've built a team to match.

You must be over the age of 18 to apply for this role and we are looking for people who can do the following:

999 responsibilities:

  • Listen very carefully.
  • Focus on screens throughout all calls and follow instructions as appropriate.
  • Remain calm and focused, particularly when dealing with distressed callers, to ensure that their requests are being dealt with effectively and efficiently.
  • Strictly adhere to all relevant procedures and mandatory expressions. 

Text Relay responsibilities:

  • Quick and accurate typing (a minimum of 50 words per minute with 98% accuracy) specifically in relation to the transcription of speech to text.
  • Listen very carefully – without interacting unnecessarily but offering assistance to help progress the call if required.
  • Focus on screen throughout all calls and follow call status details or other call indicators as appropriate, relay conversation verbatim and as accurately as possible without changing context.
  • At all times remain calm and focused, particularly when dealing with distressed or upset customers, to ensure that information is relayed correctly and efficiently.
  • Adhere to all relevant procedures and mandatory requirements.

Locations

 

Entry requirements

For our intermediate programme you will work towards a Customer Service Level 2 apprenticeship. No formal qualifications are required although a good level of literacy and numeracy would be a distinct advantage.

 

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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