Customer Service - Future Service
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.
About the apprenticeship you’ll study for
As Customer Service Specialist, you’ll study for a Level 2 apprenticeship called Customer Service Practitioner.
- Your apprenticeship will run for 18 months
- You’ll spend a minimum of 20% of your time learning and studying. You’ll need to complete one “study work” day a week.
Completion of this apprenticeship will also make you eligible to join the Institute of Customer Service as an Individual member at Professional Level.
No formal qualifications are required to join our Apprentice Customer Service Practitioner Level 2 programme, however a good level of literacy and numeracy would be a distinct advantage.