Customer Service Advisor - Apprentice

BT Group; Sheffield; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Discounts on EE & BT products

Private Healthcare and Dental cover

Private healthcare and dental cover

Discounts on EE and BT products

Job summary

BT Group is offering a Level 3 Apprenticeship in our Home Connections team in Sheffield. You will speak with customers by phone, guide them through product connections, answer early questions about orders, setup, and their first bill, while receiving structured training and a nationally recognised qualification.

No prior experience is required; you will be supported to build confidence, learn new skills, and grow within EE and BT products and services as you complete milestones.

Qualifications

• No prior experience required; full training provided.
• Strong communication and listening abilities.
• Able to stay calm and helpful under pressure.

Responsibilities

• Speak to customers over the phone to help them get connected with EE products and services.
• Guide customers through order questions, in-home setup, and first bill inquiries.
• Support customers by sharing knowledge and resolving common issues.
• Participate in structured training and feedback to gain a Level 3 Accredited qualification.
• Join a flexible apprenticeship program designed to build a long-term career.

Skills

Communication skills

Customer service

Phone support

Education

Level 3 Apprenticeship

Job description

Location: Sheffield
Salary: £23,110.00 (rising with successful completion of apprenticeship milestones)
Hours: Full time
Programme: Permanent role with Level 3 Accredited Learning Programme

Are you someone who enjoys having great conversations? Maybe you like guiding people through problems and finding solutions? Or, you're someone who simply likes to make a real difference to people's lives by showing you care? If so, you already have skills that can set you up for success with a Level 3 Accredited Learning Programme in our Home Connections team at EE.Making it a great opportunity if you’re looking to earn, learn and build a long‑term career — all at the same time.

What you'll be doing

As part of our Home Connections team in Sheffield, you’ll speak to customers over the phone when they first join EE. You’ll guide them through getting their products and services connected, help with any early questions about their order, in‑home set‑up, and support them with queries about their first bill.You’ll be the reassuring voice that helps customers get started smoothly — making a real difference from day one.

You don’t need specific experience to join us. If you’re naturally helpful, calm under pressure, and enjoy building relationships, we’ll give you all the training and support you need.

Gain a nationally recognised qualificationReceive structured training, coaching and regular feedback

Spend dedicated time learning new skills alongside your day job

Build confidence and capability to grow your career at EE

Flexibility that works for real lifeWe know life doesn’t stand still.

Like many roles at EE, this opportunity is designed with flexibility in mind.

We’ll support you to be successful by helping you balance work, learning and life — whether that’s attending appointments, managing family commitments, or developing your skills.

This includes:The ability to schedule your own breaks and bank timeSupportive managers and learning coachesThe option of occasional home working (once trained)

What's in it for you?

A great starting salary of £23,110.00Huge discounts on EE & BT products, including Mobile and Broadband — saving you hundreds of pounds every year

Clear career pathways, with ongoing development and progression opportunities after your apprenticeship

Season Ticket Travel Loan to help cover travel costs upfrontVolunteering days to support causes that matter to you

Optional Private Healthcare and Dental cover

On top of all of this, you’ll be part of a supportive team with a great culture, meaningful coaching, and tailored training to help you build a lasting career with EE.

Whether you’re starting out, changing direction, or looking for a role that helps you grow — we’d love to hear from you.