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Zoe Bradwell

Customer Service apprentice
Consumer 

About you
I joined BT as an apprentice in September 2015 and I work in BT Consumer’s Accrington contact centre. When I was doing my GCSEs I saw an advert outside the building for apprentices. I applied and was offered an apprenticeship along with 10 other people. I didn’t know much about the role before I applied, just that I’d be taking calls from customers, but that was fine because BT teaches you everything you need to know.

Are you pleased you chose an apprenticeship?
Getting offered an apprenticeship with BT was brilliant. I came straight from school, I’m 17, and am earning whilst I learn a job that I can grow in. I’m working through an 18-month apprenticeship that will give me an NVQ and I’m building up my knowledge and confidence all the time.

What are your key responsibilities?
I answer calls from customers who want to talk about their BT bill. My objective is for every customer to have a brilliant experience and to be a happy customer.

Do you see yourself staying in BT?
Yes I do. My ambition is to stay at BT. It’s a huge company and there are loads of opportunities to progress in the contact centres and in other parts of the business. There’s a terrific atmosphere in the contact centres, it’s like being part of a big family. There are lots of opportunities to get involved in volunteering activities like the telethons BT organises, that collect funds for disadvantaged people here in the UK and in other parts of the world.

Would you recommend a BT apprenticeship to other people?
I most certainly would.

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