Executive Complaints manager Review

by BT Group

Best Apprenticeship Employer

Rating

3.9/10

1. Please give an overview of your role and what this involves on a day-to-day basis:

Dealing with and managing stakeholder complaints, running diagnostic testing, and managing suppliers. As well as providing final business offers to customers, and referring them to the Ombudsman via a letter, should they reject my offer.

8/10

2. Have you learnt any new skills or developed existing skills?

Within my apprenticeship program I have developed a few time management, and self awareness methods.

4/10

3. To what extent do you enjoy your programme?

Overall the experience was poor, due to my coordinator having poor time management, and not being aware of the entitlements I am meant to get. As well as taking weeks to mark essays, and under utilising time we had booked. This caused stress and for my job to suffer.

1/10

4. How well organised/structured is your programme?

See prior answer.

1/10

5. How much support do you receive from your employer?

The extra things my employer got me to do, seemed like a waste of essay time, as we had 1-3 hour courses that pulled from my 20%, and 3 presentations in total that pulled from this time.

6/10

6. How much support do you receive from your training provider when working towards your qualifications?

I personally didn’t need much support, but at points when I was 3-4 essays behind, they acted like that was fine. As I have done an apprenticeship before, I know this isn’t the norm, but they normalised falling behind.

3/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

Due to the level and speciality of my role, the only real applications are to my self awareness and somewhat on time management and organisation. Though these have helped me outside of work also.

6/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

There are a few, but these are ever changing and often don’t amount to anything.

2/10

9a. Would you recommend BT Group to a friend?

Yes

9b. Why?

Decent pay, and one of the better call center environments.

10. What tips or advice would you give to others applying to BT Group?

Keep an eye on the jobs board, as once you are in it’s easy to move around. But make sure you develop an internal CV, going into top level detail about what you did, and how it’s relevant to the job role being applied for.