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Customer Experience

Customer Experience is the heartbeat of our business and if you join us, you will be too. Customers are at the core of everything we do and delivering outstanding customer service is our number one priority, so you will love delighting them whilst gaining an industry recognised apprenticeship.

Starting your career with BT comes with serious bragging rights. Not only will you have loads of opportunities to learn and develop, you’ll be working for one of the UK’s biggest brands.

Superfast broadband. BT mobile. TV and HD sport. At BT, we entertain, educate and help millions of people to connect every day. We’re the biggest telecoms provider in the UK. We’re the only one to have our own fixed and mobile networks. Plus, we’re leading the way in sport broadcasting and entertainment.

As an apprentice, you’ll learn all about our products and services so you can help customers choose packages that are right for them. You’ll also find solutions for customers when things haven’t gone according to plan. You’ll learn to use your judgement and make the right calls for both customers and BT, and when you’ve made a promise to a customer, you’ll always stick to your word.

We want our customer service to be the very best it can be, so we’re looking for people who can build a personal connection with our customers. Whether that means filling pauses by chatting about sports teams or simply letting them know you understand their problem and you’ll do your very best to help. It makes a big difference to customers. So, if you’re gifted in the art of conversation, you’ll fit right in.

Training and support

With our fantastic training and ongoing support, you’ll not only learn the ropes but you’ll develop personally as well:

  • Relating to customers – you’ll already be a people person, a great listener and you’ll only get better at this.
  • Using your time wisely – you’ll learn to manage your time so that our customers aren’t kept waiting and get the best service.
  • Keeping calm – customers might be upset or frustrated, but you won’t let this get to you. You’ll develop understanding, listening and how to diffuse difficult conversations.
  • Owning it – you’ll know our systems inside-out so you can use your initiative to solve queries and keep our customers happy.

Entry requirements

For our intermediate programme you will work towards a Customer Service Level 2 apprenticeship. No formal qualifications are required although a good level of literacy and numeracy would be a distinct advantage.


Intermediate – Sandwell, Liverpool, Leicester

Apply now - Intermediate Programme 


We only accept one application per person for our Apprenticeship Programme, so it’s important that you select carefully and only apply to your first choice. If you are interested in more than one of our roles you can state this on your application form and we can then consider you for all the vacancies you have selected. Good luck!


We want to see the best of you at every stage of the application process. So here are some hints and tips to help you along the way.



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Covering subjects from the programmes themselves, eligibility requirements to the application process and technical issues.


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