Customer Resolution Apprentice Review
at Centrica
Level 3 Apprenticeship
Customer Service
Leicester
Review Submitted: March 2025
Overall Rating
3.9 /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!
3.5/5
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Overview of Role
4/5
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Skills Development
4/5
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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
The role began with 1 month of classroom training followed by 1 month of supervised call-taking. Then we went on to work independently and remotely, taking calls about everything, from booking repairs to selling insurance policies to dealing with complaints to retaining customers. The job is demanding, there is the aspect of conversating with the customer and showing empathy no matter what your own opinion is whilst navigating and processing actions on the system. There are also very high targets to reach with regards to KPIs and we are monitored strictly with regards to this if we are not meeting expectations.
To what extent do you enjoy your programme?
3/5
I have enjoyed the process, the training has not been too stressful but it has been very demanding and informative. There are some calls that are harder to deal with
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
I have developed my communication and multitasking skills, I am able to process methods and communicate with customers simultaneously, I have learnt how to deal with upset and vulnerable customers and the professionalism required when dealing with all sorts of customers, no two customers are the same and adapting your methods and manners to their needs and attitude is a must.
Structure and Support
How well organised/structured is your programme?
4/5
There is a strict structure that we have to adhere to, it is very simple. Sometimes it is not manageable but our Skills Coach is very kind and rearranges it to suit us.
How much support do you receive from your employer?
4/5
I receive lots of support from my Line Manager, he is constantly advising me on my KPIs and not only where they need improvement but how I can work on them. He is also very supportive and quick to recognise us for achievements.
How much support do you receive from your training provider when working towards your qualifications?
4/5
I receive all the support I need.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
It gives me a deeper understanding of the customer service 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.)
4/5
Yes there is volunteering opportunities.
Recommendations & Advice
Would you recommend Centrica to a friend?
Yes
Why?
It is a very good and engaging place to work with lots of support.
What tips or advice would you give to others applying to Centrica?
Be optimistic, it does start off quite difficult but it definitely becomes easier and more fun.
