Customer Service Review
at BT Group
Level 3 Apprenticeship
Marketing
London
Review Submitted: November 2021
Overall Rating
4.7 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4.5/5
-
Overview of Role
5/5
-
Skills Development
4.4/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
On a day to day basis in my role i provide customer service to customers calling in with queries. I use data protection to verify the customers through verification checks and then i help the customer. I diagnose the problem that they may be having and then help to provide them with a solution
To what extent do you enjoy your programme?
4/5
I enjoy my apprenticeship but i do think it would be better in a classroom but I know that because of covid we have to do it on zoom. I like interacting with other people on the course who are doing the same and we help each other. I also think the zooms are interactive and they help me to understand things. The course is giving me the opportunity to develop my skills and knowledge to become better at my job and get promotions in the future
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I had worked a little it in customer service before but didn't have any qualifications. On my apprenticeship I am learning lots of new things like understanding continuous improvement, customer challenges, how to deal with complex situations and also lots more about safeguarding and equality. I am still learning but i am enjoying my apprenticeship.
Structure and Support
How well organised/structured is your programme?
4/5
I think that my course is well structured. I know when my workshops are going to be and what we will be studying on that workshop. Sometime i find that onefile can be confusing but my tutor always helps me when i get stuck. It is also well organised and i have a timetable
How much support do you receive from your employer?
4/5
my manager is not very involved in my apprenticeship but they know that i am completing one and I am allowed to do any work i have. Sometimes its hard because my job is very busy so sometimes i have to do some work at home but if i do need help at work i can ask my manager
How much support do you receive from your training provider when working towards your qualifications?
5/5
My training provider always helps me when i need help. I can get in touch with my tdo with any questions and they always get back to me helpful answers. When i submit work they give me feedback and help me to improve. When i don't understand something my tdo helps me and so do other people in the workshops.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
I can do my role better at work because i have a better understanding and have i am learning lots of new knowledge that i didn't have before. It is helping me to understand customers and their needs better which lets me give better customer service. When i am finished it will give me opportunities to get promotions too
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
I don't take part in any extra curricular activities at work. Sometimes we do some work for charities like fundraising or sometimes i get together outside of work with people i have met at work who have become friends. I am sure that the company does extra curricular activites but i don't want to take part
Recommendations & Advice
Would you recommend BT Group to a friend?
Yes
Why?
i like working for BT, it's a good job with good pay and i have met some really nice people. They have let me complete qualifications to get better in my job and maybe get a promotion in the future. i do think that they care about their staff
What tips or advice would you give to others applying to BT Group?
i don't know
