Apprentice Customer Service Guide Review
at BT Group
Level 2 Apprenticeship
Customer Service
Darlington
Review Submitted: March 2026
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
-
Overview of Role
5/5
-
Skills Development
5/5
-
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
Assist customers with mobile billing queries over the phone, either directly resolving the issues or transferring to other departments who are experts in their relevant areas.
To what extent do you enjoy your programme?
5/5
Very relaxed environment, great training coaches, feedback is fantastic
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
My personal conversation skills have developed massively since starting the role - I am much more confident speaking to customers both personally and professionally.
Structure and Support
How well organised/structured is your programme?
5/5
Fantastic - clearly signposted when our learning takes place, we are always given the time, and clear what we should be doing.
How much support do you receive from your employer?
5/5
More than the legal minimum so fantastic really! TL very happy to assist us with sponsored work and give extra sessions with our apprenticeship providers
How much support do you receive from your training provider when working towards your qualifications?
5/5
Regular sessions with our training provider, as well as the ability to book in extra sessions as and when we feel we need extra support
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
The training is fantastic at getting us the understanding of regulations that impact our role, as well as giving extra support for customer service skills.
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
Yes, lots of volunteering opportunities.
Recommendations & Advice
Would you recommend BT Group to a friend?
Yes
Why?
Relaxed environment, great bonuses available even in service, clear pathways for progression within the company
What tips or advice would you give to others applying to BT Group?
The company values your personality - let this shine through in the application!
