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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 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.

Locations

Intermediate – Sandwell, Leicester

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 - Intermediate Programme 

 


Technical Service Desk

As an advanced apprentice, you will be equipped with the tools, technical capability, product & service knowledge to help sustain high levels of service availability of our global Business customer base.

Working with local and global suppliers, you’ll learn to use your skills, judgement to make the right calls for both customers and BT, in terms of service and brand.

You will be based in one of our state of the art iNOC (Network Operating Centre) where you will be part of an engaged and focused technical team delivering services to some of the UK’s critical customers – what a fantastic opportunity for you to make a difference. It is important that the first person a customer speaks is able to converse on both a human and a technical level to help to quickly get to the root cause of the problem and be able to understand the impact and react accordingly. Whether it’s working at the front line or working within one of our ITIL process teams BT has a fantastic track record with business customers in this area so if you are interested in stepping into this arena we would love to hear from you.

For our advanced programme you will work towards an ICT level 3 qualification.

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.
  • 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, products and services inside-out and you can use your newly developed technical skillset to solve faults yourself and work with local & global suppliers to provide high levels of service availability to our end customers.
  • Accredited – you’ll gain industry recognised technical and ITIL accreditation. This will prove dividends when furthering your career in BT.

Location

Belfast

Entry requirements

Advanced apprenticeship - You’ll need a minimum of five GCSEs at grades 4-9 (C or above) including English Language and Maths.

Apply now

 

We only accept one application per person for our Apprenticeship Programme, so it’s important that you select carefully and only apply to your first choice. If you are interested in more than one of our roles you can state this on your application form and we can then consider you for all the vacancies you have selected. Good luck!

HINTS AND TIPS

We want to see the best of you at every stage of the application process. So here are some hints and tips to help you along the way.

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PARENTS & TEACHERS ZONE

To give your children the best advice you need to know what their options are. We offer the support you need to help them make the right career choices.

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FAQS

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

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