Saffron Wildbore
~ 5min read
~ 5min read
Industry: Telecommunications
Challenge: Addressing the cyber security skills gap by reskilling existing employees from non-technical roles into cyber security professionals.
Solution: CAPSLOCK Reskill Programme
Results: 30 employees successfully reskilled into cyber security roles, a highly diverse talent pipeline, multiple industry awards, and strong business impact.
As demand for cyber security professionals continued to grow, BT recognised the need for innovative ways to build a sustainable talent pipeline. Rather than relying solely on external recruitment, BT looked inward, identifying an opportunity to reskill employees from across its existing workforce and transition them into high-demand cyber security positions.
The initiative was designed to provide life-changing career opportunities for employees while helping BT address critical skills shortages. The programme attracted more than 200 applications from individuals working in a variety of non-technical roles, including retail, customer service, and operational functions.
To support the initiative, BT partnered with CAPSLOCK, an mthree partner and specialist cyber security training provider with extensive experience helping individuals transition into cyber careers.
Like many organisations, BT faced increasing demand for cyber security talent. The business needed a scalable way to develop skilled professionals while reducing dependency on an increasingly competitive external recruitment market.
BT wanted to uncover potential within its existing workforce by creating opportunities for employees with little or no technical experience. The challenge was finding candidates who demonstrated the aptitude, commitment, and motivation to succeed in cyber security roles.
A key objective was to build a diverse cohort that reflected BT's wider workforce. The programme needed to be accessible to employees from different backgrounds, experiences, and career paths.
female representation
from ethnic minority backgrounds
years of service
One of the programme's greatest strengths was its accessibility.
No previous cyber security or technical experience was required. Most learners came from customer-facing and operational roles, including call centres and retail stores.
The final cohort reflected BT's commitment to diversity:
Over 40% female representation
Over 40% from ethnic minority backgrounds
Length of service ranging from 1 to 25 years
A mix of beginners and advanced technology users
Sixteen learners described their IT skills as basic to good, while fourteen identified as advanced or expert users, creating balanced learning teams and encouraging knowledge-sharing throughout the programme.
The programme created opportunities for employees from a wide range of career backgrounds to transition into specialist cyber security positions.
After nine years with BT, including time as a Lead Store Manager, one employee faced uncertainty when their store closed. Through the reskilling programme, they successfully transitioned into a new role as a DevSecOps Playbook Analyst.
Another employee spent seven years at BT, progressing from Audio Event Coordinator to Event Team Manager. Following the programme, they moved into a role as a Cyber Threat Intelligence & Investigations Analyst.
After joining BT as an apprentice and later working as a Video Tier II Technician, one learner successfully transitioned into a Security Transformation Analyst position.
A long-serving employee who spent much of their BT career as a Retention and Sales Support Advisor moved into a new role as a Security Operations Centre (SOC) Analyst.
Thirty employees from non-technical backgrounds transitioned into cyber security careers, creating a valuable pipeline of internal talent.
Graduates completed the programme in July 2022 and quickly became productive members of their new teams. Many were contributing to customer projects and leading meetings within weeks of joining their cyber security functions.
Feedback from line managers has been overwhelmingly positive, with BT continuing to track employee performance and progression throughout the first year and beyond.
One BT stakeholder described the reskilled employees as:
"The gift that keeps on giving."
BT's commitment to workforce development and internal mobility received widespread industry recognition, with the initiative earning multiple accolades and nominations, including:
Recruitment and Workforce Planning Strategy Awards
Best Employee Engagement
HR Excellence Awards
The RAD Awards
Best Internal Mobility Strategy – The FIRM Awards
applications received from across BT
Employees successfully reskilled into cyber security roles
weeks of intensive training
BT's partnership with CAPSLOCK demonstrates how organisations can successfully address cyber security skills shortages by investing in the talent they already have.
By identifying potential within its existing workforce, providing intensive training, and creating clear pathways into cyber security roles, BT transformed employees from a diverse range of non-technical backgrounds into capable cyber professionals.
The result is a sustainable approach to workforce development that delivers measurable business value, improves internal mobility, strengthens diversity, and creates life-changing career opportunities for employees. Through reskilling rather than replacing talent, BT has built a stronger cyber security capability while investing directly in the future of its people.
If your organisation is experiencing similar challenges, mthree can help. Our workforce solutions are designed to align with your technology, culture, and long-term goals.
Get in touch with our team today to learn more.
Saffron is the Marketing Manager at mthree, with over five years of experience creating content that connects. She works across both B2B and B2C marketing, focusing on everything from career tips for graduates to real stories from our alumni. Saffron’s articles are all about sharing practical advice, industry insights, and inspiration to help readers take the next step with confidence.
