Customer Resolution Agent Review
at Centrica
Level 3 Apprenticeship
Customer Service
Leicester
Review Submitted: March 2025
Overall Rating
4.8 /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!
4/5
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Overview of Role
5/5
-
Skills Development
5/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
I am a customer resolution agent, I am a frontline agent on Webchat for British Gas Lite. My role involves, taking 2 chats, helping customers deal with their query's and try to resolve their query whilst on chat, raising complaints and working them weekly.
To what extent do you enjoy your programme?
3/5
I do really enjoy my programme, I find it very interesting and I love finding the best resolution for the customer to make them satisfied. The thing I find unjust is that we do not get bonuses like previous apprentice's did.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I have learnt about complaints and how to recognise and handle a complaint, I have learnt outbound calls which is a new skill for me. I have developed my formality and customer service further and my attentiveness.
Structure and Support
How well organised/structured is your programme?
5/5
It is very well structured and is always organised.
How much support do you receive from your employer?
5/5
I receive a lot of support my from employer. He is very helpful and pushes us to do our best all the time. He does not sugar coat things and is always honest so we know what to do to improve.
How much support do you receive from your training provider when working towards your qualifications?
5/5
I feel like I do receive a good amount of support, when I need help she is always their to help me and will explain what I need to do better and how I can improve my work.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
It helps with my COWRY and structuring messages to customers and gives a better understanding from the customers point of view.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
Yes there is.
Recommendations & Advice
Would you recommend Centrica to a friend?
Yes
Why?
British Gas is such a friendly environment to work at, you get treated fairly and you have your freedom to work how you want to work, it is not a place where everyone should work the same.
What tips or advice would you give to others applying to Centrica?
Be confident, show leadership skills, don't be quiet, speak up.
