Apprentice Business Customer Service Specialist - Defence - Advanced (Level 3)

BT (Employer)

Bt (Training Provider)

Annual wage £16,422.00
37.5 hours per week Days and shifts to be confirmed.
18 months (duration)
1 September 2021(start date)
Customer Service Specialist (apprenticeship standard)
2 positions available
30 June 2021 (application closing date)
Register interest

Job Description

As one of our Defence Service Desk team, you’ll be the first person our customers talk to. Things might not be going too well for them, and it’s down to you to make sure they have a positive experience, and hopefully solve problems for them first time around.

Responsibilities

As one of our Defence Service Desk team, you’ll be the first person our customers talk to. Things might not be going too well for them, and it’s down to you to make sure they have a positive experience, and hopefully solve problems for them first time around.

  • Business Customer Support Specialists support our Defence customers. You’ll own the relationship with them from beginning to end, really being an advocate for BT
  • You will be an advocate for customer service and act as a referral point for dealing with more complex or technical customer requests, complaints, and queries
  • You’ll learn about all of our different products and services, and how they can help our customers, and channel this into the service you give them
  • You’ll need to be forward thinking and proactive, making sure you’re anticipating their every need

It’s key in this role that you are able to communicate effectively and work collaboratively. Not every conversation you have with our customers will be easy. Even when things aren’t going right, you’ll need to make sure you create a strong working relationship with your customer. We’ll teach you how to listen, how to keep calm under pressure and how to relate to your customers, so you can really work out what is best for them. You’ll make sure that in the end, they have a great experience with us.

Future Prospects

Ability to assimilate into a permanent role with the BT Group on completion of the apprenticeship.

Reality Check

Are you willing to learn new skills quickly and have an impact on real life solutions?

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). For more information please visit: https://www.gov.uk/national-minimum-wage-rates

Skills Required

  • Bold decision maker
  • Customer champion
  • Inspiring communicator
  • Change agent

Qualities Required

  • Solution focused        
  • Collaborative partner
  • Commercial thinker

Qualifications Required

  • You’ll need to achieve a minimum of four GCSEs at grades 4-9 (C or above) including English and Maths
  • Equivalent qualifications are accepted
  • Please note all of our apprenticeships are subject to eligibility criteria

Training Provided

As a Business Customer Support Specialist, you’ll study for a Level 3 apprenticeship, called Customer Service Specialist.

Your apprenticeship scheme will last 18 months and 20% of your working hours will be dedicated to studying.

Register interest

Related

About the employer

From broadband and TV to mobile, BT is driven by the exhilaration of building an ever-growing range of services that help millions of customers get more out of life, every day.

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This page contains public sector information licensed under the Open Government Licence v3.0. The information provider is the Education and Skills Funding Agency.