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Customer Service & Call Centre Management Apprenticeship

BT Apprenticeships
The possibilities are endless ….

Apprentices earn a salary and learn on the job from experienced colleagues to gain role-specific skills. In addition, apprentices attend college to work towards a nationally recognised professional qualification in their chosen career path. 

In a nutshell, the main benefit of an apprenticeship is that you can earn as well as learn.

Why BT

BT is the world’s most established communications company employing 90,000 people across 170 countries which offers a world of possibilities for all globally. Known as a major technology player who pioneers the digital advances that shape and drive the information age BT help people create, collaborate and communicate better than ever before.

In the UK we are a leading communications services provider, selling products and services to consumers, small and medium sized enterprises and the public sector.

For most of our ten million customers, our Customer Care team is the voice of BT. They’re the ones people turn to, online or on the phone. They bring our services to life, whether it’s superfast fibre broadband, TV or sport. They give technical advice, check bills, smooth house moves, win back customers. And they put things right when they’ve gone wrong. Their care and persistence can make all the difference to what customers think of us. They’re our problem-solvers, our peacemakers, our ambassadors; always putting our customers first

What you’ll be doing

This is a contact centre based role and it’s challenging work that takes exceptional people skills. You need to be a good listener, as well as a talker. Sometimes you need a thick skin. But it’s also deeply rewarding when you know you’ve really helped someone. And you’ll pick up a huge amount of knowledge. About all the latest technology. And about BT.

You'll be talking with existing and prospective customers across the UK, to understand their needs and find the best solution for them.  You'll deliver a superior customer experience so our customers won't want to go anywhere else for their service.

It'll be up to you to listen, relate to and meet the needs of our customers so they go away happy. So happy, they're ready to recommend us to their friends and family.

You'll be part of a winning team in a vibrant atmosphere and you'll be keen to find out all about how our business works - as well as really getting to know our products and services. You’ll learn a lot from the job and get top-notch training.

About the training

Our customer service and call centre management apprenticeship scheme is an 18 month training programme leading to a professional qualification in customer service management, fully funded by BT.

Most training is delivered on the job. You will be surrounded by colleagues who are experts in their field who will deliver the learning and support to make sure you are on track and making progress. In addition time is spent at college with a local training provider to consolidate this learning in a classroom environment as you progress to achieving your apprenticeship.

Within BT you will receive plenty of support and encouragement, not only from your manager but also from our dedicated apprentice development team, who will help you create a personal development plan and coach you throughout the journey as you work towards your apprenticeship.

What’s on offer

Great work deserves great rewards. In return for your ideas, commitment and ambition, you'll earn a salary and a range of benefits as soon - as you join.

We offer a starting salary of £14,114 per annum, which is reviewed on an annual basis. Every apprentice also enjoys a great benefits package.

On top of your salary, you'll receive:

•           22 days of annual leave (plus bank holidays) increasing to 30 days after 18 years

•           Free broadband (and BT Vision and BT Sport for £1)

•           Generous contributory pension

•           Opportunity to buy shares with the BT Sharesave scheme

•           Season ticket loan

•           Discounts from other companies on everything from insurance to computing equipment

•           Fully funded training and study leave for professional exams

What are the career prospects

You’ll receive all the training, career advice, and encouragement you need to get off to a great start in your career, developing a real breadth and depth of knowledge. Crucially, we'll also give you the chance to take control of your own career. So, where and how far you go is up to you.

Our contact centres are at the heart of BT’s operations and an excellent place to start a career with BT, offering fast progression for those who demonstrate the right capability and ambition.  You can go far in the team and it’s also a great stepping stone into other parts of our business.

What do I need

No previous customer service experience is necessary, We are however looking for people who are happy to talk to customers on a regular basis, are technically savvy and prepared to go that extra step to sort out problems, to make sure our customers are happy.

Anyone in UK can apply for an apprenticeship if they’re:

•           16 or over when they start their apprenticeship

•           Eligible to work in the UK on a permanent basis

•           Not in full-time education

BT offers three levels of apprenticeship and to be eligible to apply you must have attained or be expecting to achieve:


Minimum of 5 GCSEs grade C or above including Maths and English*


Minimum 2 A levels grade C or above


Minimum 3 A levels grades BCC or above


`       *   verified equivalent qualifications accepted

The majority of our customer service apprenticeships are at the  Advanced level with a few at the Higher level

Where are we recruiting

Glasgow, Leeds, Sheffield, Barlborough, Chesterfield, Stockport, Manchester, Chester, Oxford, Crawley, Bournemouth, Exeter, Liverpool, Newcastle, Dundee, Blackburn and Accrington 

How do I find out more

We know you don’t make career decisions lightly - neither do we!  We want people who can reach their potential within a culture of opportunity that motivates people to aim high, whilst giving them all the support and tools they need to succeed. 

Customer Service & Call Centre Management Apprenticeship

Newcastle upon Tyne, UK
Blackburn, UK
Manchester, UK
Leeds, UK
Stockport, UK
Liverpool, UK
Sheffield, UK
Exeter, UK
Apprenticeships, Higher Apprenticeship, Advanced Apprenticeship

Published on 23 Jul 2019