Customer Service 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!
4/5
-
Overview of Role
4/5
-
Skills Development
3.2/5
-
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
This job role involves taking 2 chats at once on a day to day basis. It involves being the first point of contact for customers, dealing with their queries, questions and complaints. You are required to provide a great level of customer service and these are monitored through statistics. These statistics are gone through with your manager every week at a time your manager decides. 1 day per week is set for your apprenticeship work.
To what extent do you enjoy your programme?
4/5
This program is to an extent enjoyable. At the beginning of the apprenticeship, we received 8 weeks of training which taught us all the processes we required and how to deal with customers who had certain queries. We also learned how to deal with customers who wanted to make a complaint and learned the best way to help all our customers to the best of our abilities.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
Some skills I have developed during this apprenticeship would be how to provide a level of customer service which is acceptable for the business, dealing with customer complaints and how to ensure the customer is satisfied with the level of customer service that I have provided them. Some skills that I have further developed would be my technical skills such as how to use industry specific programs.
Structure and Support
How well organised/structured is your programme?
4/5
The program is well structured, you begin the program in training, and learning how to deal with the customers, you then begin taking webchats, at the beginning you would take one chat at a time with one member of your team, so if you were stuck with anything, your peer can take over. You would then take one chat alone, before after a couple weeks of getting used to this move on to 2 chats at once.
How much support do you receive from your employer?
4/5
From our employer we do receive support from our 1 to 1 sessions with our manager on a weekly basis. We also get support from specialist team when on webchat who can help provide live support with your query.
How much support do you receive from your training provider when working towards your qualifications?
3/5
From our training provider, there is support provided, however the support provided is not too much. We are given our assignments, you can message the trainer, who will provide help if needed, however you would need to request for this support.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
3/5
This qualification does help to some extent to preform better in this role.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
2/5
No
Recommendations & Advice
Would you recommend Centrica to a friend?
Yes
Why?
British Gas is overall a decent place to work.
What tips or advice would you give to others applying to Centrica?
British gas is a good employer who will provide support if needed. It is a good place to work too.
