Customer Service Practioner Apprentice Review
at BT Group
Level 2 Apprenticeship
Customer Service
Warrington, Cheshire
Review Submitted: April 2026
Overall Rating
4.8 /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
3/5
-
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
I enjoy this role as customer service practionier. Enjoy helping the customers solving their broadband issues. We have apprentice time during the job. Have training during Gradbay and discussing with one and each other of what we can improve on. Having separate sessions if we need help on a certain topic.
We use a system called Albert, when your not sure how to diagnose the issue you can do it through Albert, itll ask you certain questions and lead you to a resolution of what you should do.
We use a system called Albert, when your not sure how to diagnose the issue you can do it through Albert, itll ask you certain questions and lead you to a resolution of what you should do.
To what extent do you enjoy your programme?
5/5
I enjoy it alot. Using the systems to help the customer like solving their broadband issues or telephone issues and everyone in the team is so nice and kind. My TL is always there to support me if I need help. Got floorwalkers whilst on the calls to help me on the call if I was stuck in a situation, need help or to confirm something
Skills Development
Have you learnt any new skills or developed existing skills?
3/5
Co-operation, Communication, showing empathy towards the customers,
These skills ive learnt in the past and im still working on to improve on these skills
These skills ive learnt in the past and im still working on to improve on these skills
Structure and Support
How well organised/structured is your programme?
5/5
Very well organised. We have breaks, lunch break, training time and apprentice time so we dont have to do apprentice work at home
How much support do you receive from your employer?
5/5
I recieve the best support from my Team Leader and floorwalkers
How much support do you receive from your training provider when working towards your qualifications?
5/5
Alot of support, My trainer Providor asks me if im okay and im going well on apprentice work. I do ask her if I need any help if needed. And she asks me if i need any type of support
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
Has alot of info when learning about the role and the organisation
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 2 days of voluntary days off work to help and give back to the community. Having a little walk to the duck pond
Recommendations & Advice
Would you recommend BT Group to a friend?
Yes
Why?
Everyone is amazing here, such a positive environment and the work itself is every enjoying when helipng customers fix their broadband issues
What tips or advice would you give to others applying to BT Group?
-You may think that 'itll be hard for me and I will never adapt.'
I went through that stage and just only 1 1/2 months in to the business, I enjoy the place and the work environment in helping the customers.
Dont think that if its hard im gonna give up/Not getting enough support........ Everyone helps one and each other and Team Leaders are their to support you throughout your journey.
I went through that stage and just only 1 1/2 months in to the business, I enjoy the place and the work environment in helping the customers.
Dont think that if its hard im gonna give up/Not getting enough support........ Everyone helps one and each other and Team Leaders are their to support you throughout your journey.
