Team Leader Review
at BT Group
Level 3 Apprenticeship
Customer Service
Accrington
Review Submitted: January 2024
Overall Rating
4.3 /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!
3.5/5
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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:
3/5
My current role is a Team Leader in a call centre for EE which is a Telecommunications company. We specialise in helping customers who are moving home by providing customer service to help support them moving their broadband. I am responsible for coaching and managing advisers who take inbound calls.
To what extent do you enjoy your programme?
4/5
The course was for the most part enjoyable - it had a nice combination of practical group based discussions and workshops as well as theory and assignment writing. There was also the option to choose presentations in lieu of essays but I opted for the latter but appreciated the choice.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
The primary skills I have developed are around time management, with new methods learnt such as the Eisenhower Matrix. Additionally, I have learnt a lot around different coaching methods and principles in order to help improve the performance of individuals on my team through constructive feedback methods.
Structure and Support
How well organised/structured is your programme?
5/5
It was well organised - I was assigned a 1-1 tutor and the use of the Onefile portal to allow me to monitor all my assignment due dates, receive feedback and book onto classes and meetings with my tutor. I appreciated the centralised nature of how everything operated.
How much support do you receive from your employer?
5/5
My employ was extremely supportive, granting me 20% of my monthly schedule to complete all the tasks. I was never refused any time and was given lots of flexibility in how I could use this time by choosing what days to complete the work and the option to work from home.
How much support do you receive from your training provider when working towards your qualifications?
5/5
I received a lot of support from my provider, in particular my tutor was always available and quickly responded to any queries I had. All feedback I received was very detailed and it was clear what I needed to do when advised of any changes my assessments would require.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
My qualification allows me to perform my daily role more efficiently by improving my time management skills, coaching, ability to have difficult conversations in a constructive manner and also helping my communication skills that helps me when delivering information either 1-1 to my team or to a group in our briefings.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
3/5
There is no consistent extra-curricular activities that I am aware of but there have been events such as football tournaments on an annual basis that everybody has the chance to participate in. I am not aware of any networking events that my employer offers. We do have frequent engagement activities in the office space to celebrate important events such as Ramadan and Christmas that offer opportunities to socialise in the office.
Recommendations & Advice
Would you recommend BT Group to a friend?
Yes
Why?
I believe EE is an inclusive, welcoming place to work that is undergoing a lot of changes as we launch our "NEW EE" brand. This is an exciting time to work for the company and as we branch out into new markets it also offers opportunities for progression as well as job security.
What tips or advice would you give to others applying to BT Group?
I would say that it is important to come with a customer first mindset and the understanding of how having a great personal conversation with a customer can help to foster better relationships with our customers and be a brand advocate as we look to launch "New EE" this year.
