Executive Complaints Guide Review
at BT Group
Level 3 Apprenticeship
Customer Service
Sunderland
Review Submitted: August 2023
Overall Rating
5 /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!
5/5
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Overview of Role
5/5
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Skills Development
5/5
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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:
5/5
I'm a complaints handler at EE. I deal with inbound calls/emails from customer's who'vve raised a complaint and i also provide support to front line Team Leaders who require advice on handling a complaint. I contact the customer about their complaint and liase with other departments to ensure that I provide the customer with the best resolution possible.
To what extent do you enjoy your programme?
5/5
I love it, it's pushed me out of my comfort zone and gave me the opportunity to learn new skills and develop existing skills. This has empowered me to make better decisions to serve bothe the business and my customer's. My new confidence helps me provide a better service.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I've developed my existing skills and learnt about new things such as my companies mission statement, different leadership syles and continous improvement ideas. I've also learnt abbout identifying different customer types, their needs and how to best handle them. I've developed my communication skills, learning different writing styles and how to assist my colleagues.
Structure and Support
How well organised/structured is your programme?
5/5
It's very well structure, I get 20% of my working week to focus on my qualification and this works out at around 1 day per week. This gives me the time to focus entirley on completing tasks, doing courses and uploading evidence. I get alerts about tasks that are due and when they need to be completed by.
How much support do you receive from your employer?
5/5
I receive plenty support as my schedule is done in advance so i know when i am working on my NVQ. I usually work from home on these days to avoid external distractions and my employer is happy to support me with this. They also provide me with opprtunities to give me more evidence to hopefully passs my qualification.
How much support do you receive from your training provider when working towards your qualifications?
5/5
At the start of my qualification we had a monthly meeting with other apprentice's. This then changed so that we have one to one's monthly with our assessor and she provides feedback and let's me know what I need to work on for the month ahead. She's really positive and it gives me more confidence to complete my tasks.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
Documenting evidence of customer situations and how I handled them gives me time to reflect on what I've done good and what I can improve on. Having one to one discussions about these situations gives me more confidence to keep doing what I'm doing and overall this makes me more empowered to guide my customer through their complaints journey.
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
We have the opportuntity to do volunterring outside of the organisation to raise money for charity, which I've done a few times. In the past there's been a football league, some of my collleagues have particiaited in. We often take the time to pop out after work for some food/drinks so we can spend time with colleagues outside of the work enviroment.
Recommendations & Advice
Would you recommend BT Group to a friend?
Yes
Why?
I've been with the company for 23 years and they've been so supportive during various life events such as having children. They've worked with me to ensure a good work/life balance. There's also plenty opportunties to learn and grow. They've given me the opportunity to do this apprenticeship and let me have the time to complete it.
What tips or advice would you give to others applying to BT Group?
Be yourself, come as you are and don't be afriad. Answer any interview questions with the approach of what was the situation, what did you have to do, what actions did you take, what was the result. Show that you're ready to grow and EE will serve you well.
