What you’ll be doing

BT is much bigger than broadband and phone lines. We provide telecoms, security and IT solutions to lots of businesses, from small, independent companies to FTSE 100 corporations.

As one of our Future Service associates, you’ll be a problem solver for our customers. When someone gets in touch, you’ll be their first point of call, so you’ll need to make sure you’re following correct contact validation procedures. Our customers are important to us, so we always aim to resolve any issues they have the first time they contact us. This might be a simple question, or you might need to use diagnostic techniques to identify the root cause of the problem.

You’ll book service requests with suppliers and keep customers informed with all the relevant information. You’ll also make sure everything is recorded and documented correctly, so we’ve got good quality insight captured for all customer calls and faults.

To do this, we’ll help you develop your interpersonal skills, knowledge and ability to help the customer. You’ll learn how to have great conversations and be empowered to wow our customers. It’s a constant learning curve, finding out lots of new and useful skills that you can use in your day-to-day job and beyond. 

This job is available in the Enterprise part of our business. 

About the apprenticeship you’ll study for

As an Apprentice Customer Service Associate, you’ll study for a Level 2 apprenticeship, called Customer Service Practitioner.

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


Northern Ireland: Belfast

England: Liverpool

Entry requirements

No formal qualifications are required to join our programme; however, a good level of literacy and numeracy would be a distinct advantage. 

View more Customer Service programme roles

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