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Customer Service Specialist Level 3 Apprentice - Belfast

Job Req ID:  29018
Posting Date:  20 Apr 2024
Function:  Apprentices
Unit:  Business

Riverside Tower, Belfast (N.I), United Kingdom

Salary:  20,280

2024 UK Customer Service Specialist Level 3 Apprentice

You’re not just looking for a career, you’re looking to make a difference.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. And we use the power of technology to help solve big challenges, like climate change and cyber security.

From day one, you’ll have a voice at BT Group. You’ll get stuck in to tough challenges, pitch in with ideas, make things happen. You won’t be alone: we’ll be there with help and support, learning and development. You’ll make great friends, discover new talents, and feel part of something exhilarating. 

This is your chance to make a real difference to the world. Grab it.

About this role

As an apprentice Customer Service Specialist, you’ll learn to interact with our customers, navigate the complete end – to – end customer journey, and be your customer’s trusted advisor, in order to understand their business objectives. You’ll learn to take ownership of problems, build your leadership skills, and work with many different internal and external stakeholders. We’ll teach you skills around how to ensure that the customer is getting the very best out of their products and services with us. Not only that, but you’ll also help to build relationships and identify upselling opportunities to continue to help BT grow.

We work with major business customers, so you will be supporting a wide range of different household names in retail, finance, leisure, utilities, construction, and other sectors. Don’t worry, it might sound difficult, but it’s not. You’ll rely on your manager and colleagues, we’ll coach and teach you how to develop business awareness skills to help with problem-solving and escalations, and make sure we’re always improving our service and customer experience.

By the time you’ve finished your apprenticeship, you’ll be a Service Management Specialist. You’ll have developed key skills in some of our most critical Service Management tools and processes and built good understanding of these in supporting 24x7 customer operations. Key to this role is the responsibility you will have for maximising the customer’s value derived from our services.

It’s a role that will keep you busy; but you’ll learn so many skills you can then take your IT career in potentially many directions from a successful start.

This job is available in Business part of BT. 

About the apprenticeship you’ll study for.

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

Your apprenticeship scheme will last for 16 months and 20% of your working hours will be dedicated to studying. 

Entry Requirements

5 GCSEs at grades 4 – 9 (GCSE C or above) including English Language and Maths. Equivalent qualifications are accepted.  

Because of the nature of the work we do, this role will require security clearance. Don’t worry, a member of the Early Careers Team will talk you through this.



Starting Salary




About BT Group

BT Group is the global powerhouse behind EE, BT, Plusnet, and Openreach.

We value diversity and celebrate difference. We’ll encourage you to be yourself, whatever your background. As our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

Whichever brand you’re working for, we’re all playing for the same team. And we all enjoy the rewards of being part of something bigger: the opportunities to explore new experiences, pursue different dreams, climb challenging career ladders, and try out different ways of working.

We’re always looking ahead. We don’t just sell broadband, and networks, and security, and thousands of clever things you’ve never heard of; in our Martlesham labs, we’re inventing the technologies of the future.

Four brands. One team, 100,000 strong. Together, we’re connecting the world. Come and play your part in building the BT Group of the future, one that will be net zero by 2030.

How to Apply

It’s easy to apply online: you just need to answer a few questions about your current or predicted qualifications and upload a copy of your previous certificates and passport. As part of our process you will be asked to complete an online assessment and pre-recorded video interview, before attending one of our virtual assessment centre days. After this you will be invited to meet with your future team and will have the opportunity to ask any questions you might have about the role and the type of work you might be doing. 

Apply now »