Frequently Asked Questions

I haven't applied:

The requirements of each role vary so please look at the specific attributes needed for the role you're interested in. In short, though, we're looking for people who are great communicators; people with the empathy to understand our customers' needs, and who can leave them with a great impression.

Have a look at the roles available in your region as these may vary slightly, and think about the level of experience you have.

Please click here for more information on apprenticeship recruitment at BT.

We ask that you only apply for one role in our contact centres at a time. Our recruiters will have access to your details and can match you with any other available roles that may be suitable.

You can see a list of all the locations we recruit in here.

The process can differ for each role, but broadly speaking it will consist of application questions, online testing and a telephone interview. If you are successful following these stages you will then be asked to come to a face-to-face assessment or interview at the contact centre you have applied for.

The process is just as much an opportunity for you to get to know us as the other way around. We'll let you know what to expect when you make it through to that stage of the process.

You can speak to the team on 0191 2275900.

Yes you can, please send via email to

Please ensure you tick the box when completing your registration details and inform a member of the recruitment team on submitting your application. We are a Disability Confident employer and we will aim to support any reasonable adjustments to help accommodate you through the process and the role you apply for.

If you'd like to chat to us about how we can support you before you submit an application, please do call the recruitment team on 0191 2275900.

There are some great benefits to working for us. You can find out more here.

It means that there is no specific end date to your assignment and it is an continuing role. For direct opportunities please visit

I have applied:

You will be able to complete some parts of the form on a mobile, but certain parts of the process need to be completed on a laptop or desktop computer.

Please contact a member of the recruitment team on 0191 2275900 and they will be able to transfer your application onto the correct role.

Yes. Please contact a member of the recruitment team on 0191 2275900 and they will update your details on the system.

At each stage of the process you will be updated by email to let you know what the next stage is.

We will be in touch via email, so keep checking your inbox, spam and junk mail just in case. We'll let you know our decision as soon as possible.

Please call a member of the recruitment team and they will update your application on 0191 2275900.

Yes we provide feedback, please contact a member of the recruitment team who will look into your application on 0191 2275900.

At each stage of the process you will be updated by email to let you know what the next stage is.

Yes. Please call a member of the recruitment team on 0191 2275900.

If we are advertising roles, you will get an opportunity to reapply after 6 months.

Questions about the assessment process

You can go into your online test at any time.

Don't worry, we will try you three times. But if you would like to call us back please call 0191 2275900.

We're really sorry about this. We'll get in touch as soon as possible to rearrange your telephone interview, or you can call us on 0191 2275900 when it's convenient for you so we can get your interview booked in.

That may be possible - please call a member of the recruitment team to discuss on 0191 2275900.

The online tests take from around 25 to 45 minutes, depending on the role you have applied for. If you are successful at this stage we then aim to hold a telephone interview within 48 hours. Following this you could be invited to any of our weekly assessment centres.

You can find the addresses of all of our sites listed here. It is also on your invite to assessment centre email.

We use recognised tests that are proven to be accurate and objective predictors of performance in the roles we're recruiting for. We can't always provide full feedback on the results, but rest assured we use a robust process.

Your time at the assessment centre or interview is a chance for you to find out about your suitability for the role. Within the assessment centre there will be a number of group exercises and, for candidates applying for particular roles, an interview with one of our team. You'll also get a tour of the building you'll be working in, and listen to some live calls from our customers so you know what the work is really like.

You'll receive a job offer via e-mail which you will need to review and accept.

Yes, proof of your right to work in the UK. This is really essential. If you're successful, you won't be able to start work until we've seen original copies of the documents below. It's a legal requirement. All the details will be on your invite to the assessment centre. Also attached to this invite will be further documents for you to print off, complete and bring with you. Don’t worry though if you don’t have access to a printer, we will provide copies for you to complete onsite instead.

As a heads up bring the following along on the day, to save yourself another trip back to the site!

  • Photographic proof of identity (Passport, Identity Card or Photo Drivers Licence)
  • Proof of Residence (Photographic Drivers License, Utility Bill, Mortgage Statement or Council Tax Bill)
  • Proof of Right to Work in UK (Passport including associated work permits, NI Card & Full Birth Certificate, or NI Card & Work Permit)

UK passports:

  • A current UK passport is proof of your right to work
  • We can also accept an expired UK issued passport, but only if it expired within the last 3 years and if the corner hasn't been cut off

EEA passports:

  • If you are a Non UK Passport holder but you are a EA National - please bring your valid EEA passport (or expired within the past 3 years)
  • We can also accept your EEA Identity photo card.

Non UK or EEA nationals:

  • Please bring your valid (not expired) Non EEA passport. We'll need to see the photo page AND any extension and details pages, plus pages containing visa/work permits with appropriate immigration clearance in that passport.