Customer Service Agent Review
at Centrica
Level 3 Apprenticeship
Customer Service
Leicester
Review Submitted: March 2025
Overall Rating
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!
5/5
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Overview of Role
5/5
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Skills Development
5/5
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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:
5/5
Handling Inquiries: Respond to customer questions and concerns about British Gas products and services, such as billing, account management, and technical support.
Resolving Issues: Address and resolve customer complaints and issues efficiently, ensuring a positive customer experience.
Providing Information: Offer detailed information about British Gas services, including tariffs, energy-saving tips, and new product offerings.
Processing Requests: Assist customers with various requests, such as setting up new accounts, updating account information, and scheduling service appointments.
Maintaining Records: Keep accurate records of customer interactions and transactions, ensuring all details are logged correctly.
Collaborating with Teams: Work closely with other departments to ensure customer issues are resolved promptly and effectively.
Improving Processes: Suggest improvements to enhance the customer service experience and streamline processes
Resolving Issues: Address and resolve customer complaints and issues efficiently, ensuring a positive customer experience.
Providing Information: Offer detailed information about British Gas services, including tariffs, energy-saving tips, and new product offerings.
Processing Requests: Assist customers with various requests, such as setting up new accounts, updating account information, and scheduling service appointments.
Maintaining Records: Keep accurate records of customer interactions and transactions, ensuring all details are logged correctly.
Collaborating with Teams: Work closely with other departments to ensure customer issues are resolved promptly and effectively.
Improving Processes: Suggest improvements to enhance the customer service experience and streamline processes
To what extent do you enjoy your programme?
5/5
Helping customers as a British Gas webchat agent is rewarding because it allows you to make a direct, positive impact on people's lives. Whether you're resolving billing issues, providing energy-saving tips, or assisting with account management, each interaction is an opportunity to enhance customer satisfaction and build trust. The gratitude and relief customers express when their problems are solved can be incredibly fulfilling, making your role not just a job, but a meaningful way to contribute to the community.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Communication Skills: Enhancing your ability to clearly and effectively communicate with customers.
Problem-Solving Skills: Improving your ability to quickly identify issues and find solutions.
Technical Skills: Gaining proficiency in using customer service software and tools.
Empathy: Developing a deeper understanding of customer needs and emotions.
Time Management: Learning to manage multiple chats and tasks efficiently.
Product Knowledge: Expanding your knowledge about British Gas products and services.
Problem-Solving Skills: Improving your ability to quickly identify issues and find solutions.
Technical Skills: Gaining proficiency in using customer service software and tools.
Empathy: Developing a deeper understanding of customer needs and emotions.
Time Management: Learning to manage multiple chats and tasks efficiently.
Product Knowledge: Expanding your knowledge about British Gas products and services.
Structure and Support
How well organised/structured is your programme?
5/5
It's pretty well organised and structured which allowed me to complete my programme with ease
How much support do you receive from your employer?
5/5
I do receive a lot of support, when I needed help I was more then happy to reach out to my colleague, team leader and senior members
How much support do you receive from your training provider when working towards your qualifications?
5/5
I received much help, when stuck I dropped them an email and they were always willing to help out
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
The tasks within my modules help support me in my role by increasing my knowledge and improved my customer service skills
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, we have our group huddles and townhalls where we contribute ideas and get noticed by the senior staff to get new opportunities
Recommendations & Advice
Would you recommend Centrica to a friend?
Yes
Why?
I would recommend British Gas to work along side an apprentice, as it has helped develop me and grow as a competent customer service agent
What tips or advice would you give to others applying to Centrica?
Be confident, and apply with the most up to date CV
