Business Customer Support Tier 2 Advisor Review
at BT Group
Higher Level Apprenticeship
Customer Service
Dundee
Review Submitted: April 2026
Overall Rating
3.6 /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
-
Overview of Role
5/5
-
Skills Development
3.2/5
-
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
My overall role is answering second line business calls to assist in resolving VOIP issues.
To what extent do you enjoy your programme?
4/5
It is an ongoing voluntary program that BT has allowed some of us to go through. The apprenticeship is completely separate from the training needed for our job and is an additional value to our job. The program can be good for us in job development and is fairly enjoyable
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
The scripting has been a good addition to my learning however due to not being applicable in my job I may lose this.
I am enjoying learning more about different aspects of IT
I am enjoying learning more about different aspects of IT
Structure and Support
How well organised/structured is your programme?
3/5
Could be better structured
How much support do you receive from your employer?
5/5
We always are given the time and support where possible
How much support do you receive from your training provider when working towards your qualifications?
3/5
I think there could be improvements in the support given by QA for the program
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
2/5
As the job role we originally entered this apprenticeship for has been dissolved I believe it does not help us
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 are lots of events available however it is not always possible to attend due to the call centre environment meaning we have levels of service to meet and they run on the bare minimum already
Recommendations & Advice
Would you recommend BT Group to a friend?
No
Why?
I think they give a false appearance of individual importance.
They have good benefits and decent pay, however new EE contracts are significantly lacking (in terms of sick pay) and you are not always able to enjoy the many things they say they offer due to a race to the bottom in non competitive wages
They have good benefits and decent pay, however new EE contracts are significantly lacking (in terms of sick pay) and you are not always able to enjoy the many things they say they offer due to a race to the bottom in non competitive wages
What tips or advice would you give to others applying to BT Group?
Be confident in your ability to serve people other than yourself
