Customer Service Specialist Review
at BT Group
Level 3 Apprenticeship
Engineering
Birmingham
Review Submitted: February 2022
Overall Rating
4.6 /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
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Overview of Role
4/5
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Skills Development
4.4/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
I work on different customer orders as well as taking calls from customers too. These customers can be internal or external and each order or call will be different to the last which keeps things interesting.
To what extent do you enjoy your programme?
5/5
I really enjoy the programme, there is lots to learn which can be daunting at times but the team I am part of make it all enjoyable. Everyone is so supportive and always happy to help. I'm really glad I made a career change to Openreach and I'm glad I was able to join with the apprenticeship to gain an extra qualification too.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
I have developed on my customer service and communication skills as I've had to interact more over the phone and also in written communication too since I write notes on each order I work on in order to make it easier for the next person who will be working on it.
Structure and Support
How well organised/structured is your programme?
4/5
There are some times where training is not always very helpful as a lot of us find that we need extra support afterwards and it can be difficult to source the extra support at times. However, this is always resolved and we are always grateful of the support we do receive as it helps us to further ourselves professionally.
How much support do you receive from your employer?
4/5
I receive any support that I request from my employer. They are keen to always support us in order for us to learn more and progress within the company.
How much support do you receive from your training provider when working towards your qualifications?
4/5
I always receive any support when I feel I need it. I know that if I am struggling with anything, all I need to do is send a message or an email and I will get the help I need to finish a task which is greatly appreciated.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
I feel it helps me very much within my role as there are aspects of customer service and different things we've been taught that I wouldn't have connected had I not done this apprenticeship. I feel it has helped a lot for when I have to take calls.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
I am a part of the Engagement & Wellbeing team which organises lots of different events where we raise money for different charities and is lots of fun. As a team we also organise some things for outside of work such as meals or trips to the pantomime.
Recommendations & Advice
Would you recommend BT Group to a friend?
Yes
Why?
I feel Openreach is a great place to work and I am thoroughly enjoying myself here. I have a friend who is due to begin his training over the next few weeks. As a company they really care for the wellbeing of their staff.
What tips or advice would you give to others applying to BT Group?
Do a lot of research into current projects and be yourself during the interview process. Openreach is very passionate about equality, diversity & inclusion so they do not discriminate and give everyone a fair chance.
