BT Group Customer Support Consultant Interview Questions
& Process

It was a really long and drawn-out process for an entry-level Customer Service Advisor role in Cardiff. I've got a lot of call centre and customer service experience, even though I've been out of work due to Covid-19. I applied to BT and did their online assessment, which was fine. Then I had a phone interview scheduled, but the interviewer cancelled it last minute. I rescheduled, and the interview lasted an hour. It was pretty standard, asking why I wanted to work for BT, why they should pick me, and about a time I received good customer service. They said I passed and would get a second phone interview. It took weeks to get that scheduled. The second interview was also an hour-long phone call with similar questions. They said I'd hear back in 3 working days, but it took several weeks to get an email saying I wasn't successful. For a company that talks about communication, they were terrible. I asked for feedback but never got any. Because of Covid-19, jobs like this seem to have a super intense selection process. What's frustrating is how long it took – a few months from applying, the online assessment, two hour-long phone interviews, and then finding out I didn't get it for reasons unknown. I'm a bit annoyed! If you're thinking of applying, make sure you use the STAR method for every question because that's how they grade you.

Started with an online application, then got a link for a situational test where I had to pick the best and worst responses to different scenarios. If I passed that, I got an email saying I was successful and then a phone call to set up a telephone interview. Found out immediately if I got invited to the face-to-face interview, which was an assessment day, about 3 hours long. Listening to calls was the most useful part, but we had to role-play calls first. It wasn't a fun day as the recruiter described; current team members were standing behind us while we were at the table for an icebreaker, which was uncomfortable and awkward.

First, there was an online assessment with scenario multiple-choice questions and a data entry test, which lasted about 30 minutes. I didn't think I did very well, but I got through to the next stage. This was a telephone interview that took about 20 minutes. I think this stage was to check my speech and ability to think quickly. The final stage was a group interview at the centre. This involved talking about myself and interacting with others. I sat in on some calls on the floor and then discussed them later. There was also a one-to-one interview, which was very personable and informal. The whole group interview experience was really welcoming and friendly.