Customer resolutions agent Review
at Centrica
Level 3 Apprenticeship
Customer Service
Leicester
Review Submitted: March 2025
Overall Rating
3.5 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
3/5
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Overview of Role
3/5
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Skills Development
3.8/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
During this role I am on webchat and talk to customers and help them solve customer queries by taking a look at there account to see what is the current status of the account. Most of the time I am on 2 chats which means taking to 2 customers at once and when I am not on chat I am working accounts and send messages to customers for updates regarding their account
To what extent do you enjoy your programme?
2/5
I do enjoy my role but I did wish there was a more flexible schedule as we have to stick to our schedule very strictly
Skills Development
Have you learnt any new skills or developed existing skills?
3/5
I have learnt how to be organised as it is important accounts do not get mixed up as keeping customer data protected is important
Structure and Support
How well organised/structured is your programme?
4/5
The apprenticeship is structured very well - The work at the office really does reflect what our course work is about and it is very east to understand
How much support do you receive from your employer?
4/5
I do receive a lot of support from both my trainer and manager and they are always open for the whole team to ask questions
How much support do you receive from your training provider when working towards your qualifications?
4/5
We get a 1-2-1 session with our trainer every 12 weeks as a review but she is also always available to email if we have any questions or doubts
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
The training gives us a lot of new information which can be applied to our job role for example it teaches us to imagine we are in the customers shoes so what would we want from an agent if we were the customer - Also learn how to handle angry customers
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
3/5
No, there are not many social activities - we do have office days but they are only for 45 mins, This would be a lot nicer if it was longer
Recommendations & Advice
Would you recommend Centrica to a friend?
Yes
Why?
Many benefits of working here
What tips or advice would you give to others applying to Centrica?
You must be good with time management
