Customer Services & Contact Centre Management

Level: Advanced and higher apprenticeships, with the majority being at the advanced level
Locations: Dundee, Nottingham, Glasgow, Brentwood, Liverpool, Leeds, Sheffield, Chesterfield, Stockport
Work areas: Repair, service, billing and collections, provision, corporate 

For most of our ten million customers, our Customer Care team is the voice of BT. We’re the ones people turn to, online or on the phone. We bring our services to life, whether it’s superfast fibre broadband, TV or sport. It’s a great feeling when you know you’ve really helped someone. And you’ll pick up a huge amount of knowledge about BT, all the latest technology. And through your qualification - as an Apprentice, you earn while you learn. You can go far in the team and it’s also a great stepping stone into other parts of our business.

What you'll be doing

You'll be talking with existing and prospective customers across the UK in one of our contact centres, reviewing their needs identifying the best solution for them and sending them away delighted. You'll deliver an excellent customer experience so our customers won't want to go anywhere else for their service.

It'll be up to you to listen, relate to and serve our customers so they go away happy. So happy, they're ready to recommend us to their friends and family.

You'll be part of a winning team in a vibrant atmosphere where teamwork and comradeship are highly valued attributes. and you'll be keen to find out all about how our business works - as well as really getting to know our products and services. You’ll pick up a huge amount of knowledge and get top-notch training.

If you are a bit of a technical whiz, who gets a kick out of finding solutions and loves to speak with our customers, then our repair apprenticeships based in Newcastle, Liverpool, Exeter, Cardiff and Swansea could be for you. Our Business and Public Sector team in Dundee offer great ICT programmes within their contact centre. Assisting our business customers with technical queries, you’ll deliver an excellent customer experience in an IT Helpdesk environment. 

Our customers want support from people who understand their world, who use and understand the technology that they have in their lives and can make things easier for them. You’ll also learn to diagnose and fix technical problems on our TV service, broadband and telephone lines.

What you’ll be good at

This role would suit a person with an outgoing personality, who is happy to talk to customers on a regular basis and be prepared to go that extra step to help resolve customer issues - to make sure the customer’s experience is right first time.

We are looking for people who would enjoy taking responsibility for meeting their customers’ needs, keeping calm under pressure and who are committed to improving our customer care.

It would also be a good option for somebody who can be flexible in their approach because every day brings changes and new challenges. In addition, this is a role that can offer a wide range of opportunities to progress quickly for ambitious apprentices.


Plusnet is a Yorkshire based ISP with a unique brand identity and is offering apprenticeships in Leeds and Sheffield. Plusnet believe in making a difference, team work and putting the customer first in everything that they do. For more information see the Plusnet website, or apply directly to the BT Customer Service and Contact Centre apprentice vacancy.

Find out more from our apprentice:

Chloe Cottenham
Zoe Bradwell
Alexandra Kershaw