Customer resolution agent Review

Item: Customer resolution agent at Centrica
Rating: 4
Author: Anonymous

at Centrica

Level 3 Apprenticeship

Customer Service

Leicester

Review Submitted: March 2025

Overall Rating

4 /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

4/5 - 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 includes, assisting each and every customer with any queries/issues or complaints they have been facing with the resources and systems that we have In place for the customers
We look into issues they may be facing with any credit meter related issue and any account issues or billing issues to ensure there accounts and details are all working as they should be

To what extent do you enjoy your programme?

4/5

I do enjoy the programme as i have mentioned with my own development it has really benefited me well and has gave me more of an open mind to being able to develop my own personal skills more when i want to and need to.

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

I have developed many new skills since working with british gas - i have gained alot of self confidence since the beginning of our training due to other people in my team helping me when i need help and encouraging me to be the best i can be within my role, i have also gained of communication skills and knowledge around credit meters and gas and elec usage all around, as i havent worked in a place like this before on calls as such i have found it very beneficial to me as a whole

Structure and Support

How well organised/structured is your programme?

4/5

our programme is very well structured with our set dates for each task we are taking part in, We have been set clear deadlines and have until then to work on the task. It is all setup in order for us to have a clear plan when we login to bud online.

How much support do you receive from your employer?

4/5

i receive alot of support from my employer as we have monthly 1-1 sessions to identify any areas where we may need to work on to benefit me and my stats throughout each month and also allows me to know i am on the right track with the conversations i am having on the phone

How much support do you receive from your training provider when working towards your qualifications?

4/5

i receive enough support when i need it regarding the end point exams and any deadlines we have to meet - helps us when we may be struggling and need a 1-1 call for support

How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

4/5

i feel we are supported more than enough within our role and the apprenticeship just helps us identify the skills within our own personal development throughout the course of programme

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

we have many different engagement things in place through the year on our office days to ensure we still have that team building side to things- meaning we all get to know eachother abit better