Rating
- 1. Please give an overview of your role and what this involves on a day-to-day basis:
- 2. Have you learnt any new skills or developed existing skills?
- 3. To what extent do you enjoy your programme?
- 4. How valued do you feel by BT Group?
- 5. How well organised/structured is your programme?
- 6a. How much support do you receive from your training provider?
- 6b. How much support do you receive from your employer?
- 7. How well does your salary/package meet your costs?
- 8. Are there many opportunities outside of work?
- 9. Would you recommend BT Group to a friend?
- 9b. Why?
- 10. What tips or advice would you give to others applying to BT Group?
Customer Help Advisor, I helped customers with their internet and phone line issues. I take incoming calls and deal with business customers, where I diagnose or troubleshoot through their service issues, reporting them off to the relevant engineers if need be. By the nature of dealing with business customers who rely on these services to run typically, I also frequently have to deal with GC14 requests and own a complaint to either an appropriate resolution or until it is eligible to be sent to our complaint specialists.
As I already worked in the customer service role before I took on the apprenticeship, it was primarily developing existing skills. Our work is on Telecoms and IT and this helped me built on top of the training I had received already on how to deal with Broadband and phone line faults and the technologies behind these services.
I really enjoyed my programme as it allowed me to really feel part of a team and to work together to improve the service we provide our customers, as well as furthering my own knowledge.
I feel quite valued by BT - I am recognised as part of my wider team and regularly get feedback about my performance.
The programme is very well structured. I already had the service training so I didn't go through that, but we had frequent 'apprentice' days where we had a full day with our apprentice trainer to go over and work through our required coursework. I felt well supported.
My trainer was fantastic, she made it clear that she was available for any support I needed with the course, and was fantastic when going through the coursework with myself.
BT were supportive in the sense they allowed us days off the phone to complete our coursework. As this was subject to the needs of the business, this sometimes got pulled and we were felt a while with no progress, however when it quietened down they did make up those lost days and allowed us to catch up.
I feel for an apprentice role the pay is very fair.
We had a few opportunities to meet up with other BT employees outwith work to help our development and to network. We had a 'apprentice speed dating' event that was run by my manager that allowed us to talk to senior leaders one-to-one as well as getting to meet other apprenticeships from different sites over the country.
Yes
I feel I was given a good amount of training to allow me to be prepared for the role. The course was a good length that gave me a good amount of time to work through the units and I had plenty chances to have my work and performance reviewed and feedback upon. It has given me space to develop my skills and expand my knowledge. The pay for an apprentice role is very fair, especially since there are pay increases as time goes on.
Don't feel that you need to be a master in the role you're doing for. The job provided plenty training and allows you to take on the knowledge required to act out the role. The application process can take a bit longer since the lead time for these roles tends to be longer than their normal job positions.
Details
Level 3 Apprenticeship
Business Operations, Information Technology
Scotland
May 2018