Customer Resolution 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
As a customer resolution agent at British Gas my responsibilities are to take inbound calls from customers in the UK with anything relating to their gas and electricity, handle a large variety of enquiries and complaints. I deal with issues pertaining to billing, metering, off supply emergencies, complaints regarding service and so on. We have allocated time to manage our existing cases where a customer issue may be ongoing or you may need to take multiple actions to resolve the issue.
To what extent do you enjoy your programme?
2/5
I enjoy being given the responsibility to independently progress with my collage work, I enjoy having regular supportive meetings and work shops but I do think that some of the information included for us is a limited explanation of what is expected.
Skills Development
Have you learnt any new skills or developed existing skills?
3/5
I have developed my skills in multitasking as I am doing multiple things at one time on a call, such as taking notes, calling through to different departments, investigating issues whilst talking and so on.
I now fully comprehend how to address customer situations when it is a difficuly conversation
Taking responsibility for my cases and case hand offs and raising the correct cases.
I now fully comprehend how to address customer situations when it is a difficuly conversation
Taking responsibility for my cases and case hand offs and raising the correct cases.
Structure and Support
How well organised/structured is your programme?
3/5
the trainer offer support but sometimes when asking for additional support in an area, a repetitive response is always given, and we are always redirected to look back on the parts we have raised as we don't understand, there is no additional explanation when asking for support. Extra time is given if needed though
How much support do you receive from your employer?
5/5
our team leader allows us as mentioned allocated time for our apprentice work
My team leader is always making sure the support is in place for us
individual meetings with our team leader and the apprenticeship representative to make you are happy in your journey and progression
additional training sessions if needed
My team leader is always making sure the support is in place for us
individual meetings with our team leader and the apprenticeship representative to make you are happy in your journey and progression
additional training sessions if needed
How much support do you receive from your training provider when working towards your qualifications?
3/5
a lot of support to work towards our final apprenticeship point,
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
I will gain the necessary skills for the key elements if my job when delivering a service to a customer.
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
Not regarding the apprenticeship
Recommendations & Advice
Would you recommend Centrica to a friend?
Yes
Why?
As an employee there is clear path to progression and paths to a stable career
as a customer as our agents work at our best ability to deliver the most effective customer service
options for people with lesser qualifications and routes to gain qualifications
as a customer as our agents work at our best ability to deliver the most effective customer service
options for people with lesser qualifications and routes to gain qualifications
What tips or advice would you give to others applying to Centrica?
Be yourself and be confident, show the business what you have to offer them and show then that you have the ability to grow into a asset,
