Level 1 Tech guide Review
at EE
Level 2 Apprenticeship
Customer Service
Merthyr Tydfil / Merthyr Tudful
Review Submitted: April 2026
Overall Rating
4.4 /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
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Skills Development
4.4/5
-
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
As a level 1 tech guide, my job is to provide technical support to customers that have problems or concerns with their mobile phones. I can access a variety of systems relating to their mobile which aids me in solving their problems. An average day consists of being on the phone for most of my shift, with the exception of my breaks/briefings. Calls can last anywhere from 2 minutes to 2 hours, with each customer I speak to being different from the last and having different needs to each other.
To what extent do you enjoy your programme?
4/5
I find that this sort of work is very up-and-down, with some days being better than others and some days being worse. At it's worst, this job can be very draining and can damage your confidence. At its best, this job has increased my confidence and ability to speak and can also be incredibly rewarding at times. No day is the same, which I think makes it a very unique type of job.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I've certainly developed my self confidence, as well as my speaking ability and my overall language skills. I also find that I've learnt how to de-escalate situations and manage conflict significantly better that I previously could.
Structure and Support
How well organised/structured is your programme?
4/5
I find that our actual apprenticeship timeslots can be very disorganised and the communication between EE and ITEC hasn't been fantastic, but overall I've found the programme itself very clear and structured.
How much support do you receive from your employer?
4/5
My employer has been good at getting me all support available, but I would have liked for the support options that were available to me to be clearer particularly when dealing with grief or mental health. That being said, they've been brilliant otherwise.
How much support do you receive from your training provider when working towards your qualifications?
5/5
Always available and ready to help, I have no complaints about him at all.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
I find that I've absolutely learned new things, but I also think that I've learned more just from experience actually doing the job.
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, EE allows each employee 20 hours of volunteering a year to do volunteering work in the local community. They also have a local choir at my branch and employees are invited to participate or watch the choir perform.
Recommendations & Advice
Would you recommend EE to a friend?
No
Why?
While I do think I've learned a lot during my time on this apprenticeship, I also don't know if this particular job is one I'd recommend to the average person. It requires a lot of patience and resilience, and I'm not sure if a job like that is something I can immediately recommend outright.
What tips or advice would you give to others applying to EE?
Set your expectations before you begin. It will be a difficult adjustment, but as long as you're prepared for what is expected of you you'll be fine.
