Customer Resolution Agent Review
at Centrica
Level 3 Apprenticeship
Customer Service
Leicester
Review Submitted: March 2025
Overall Rating
3.8 /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
3.6/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
3/5
on a day to day basis we have personal conversations with various customers from different backgrounds, we deal with general enquiries or complaints regarding billing, payments and metering, with these conversations we then act accordingly to find a resolution to assist our customers.
To what extent do you enjoy your programme?
5/5
I enjoy my Programme a lot as i have been able to build on my own personal skills in a team that are welcoming and inviting this programme has also allowed me to meet new people that I spend time with outside of work
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
During this role i have developed on my communication skills, this is because we communicate with various departments within the business whilst communication with customers vary via email and telephone, i have also developed on my written work as we need to formulate professional emails to third parties
Structure and Support
How well organised/structured is your programme?
4/5
The programme has been well structured as we are provided with the relevant information surrounding the apprenticeship each step of the way, with this structure it is easy to stay up to date with all the work due surrounding the college work
How much support do you receive from your employer?
4/5
British Gas offers all the relevant support with the work towards the apprenticeship my Team leader is lovely and accommodates with any of my concerns surrounding the work load and job
How much support do you receive from your training provider when working towards your qualifications?
4/5
The training provider is always at hand when you have any questions surrounding the work that has been assigned, with this help we are steered in the correct direction to ensure our work is submitted at the best standard
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
3/5
This qualification could be beneficial if you believe you require you would need this to support customers, the apprenticeship allows you to build on the current skills you have and allow you to build on new skills to.
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
At this current moment there are no extra curricular activities through the business, however the department and people working together are all tight knit, this means everyone feels happy enough to do things outside of work on their own basis
Recommendations & Advice
Would you recommend Centrica to a friend?
Yes
Why?
I would refer a friend solely because of the people you get to meet, the friends you meet will definitely make it worth joining, the role comes with its challenges and the customers arent always the nicest to talk to but the business supports you correctly to allow you to progress in the future, the pay is not great at all and makes you feel undervalued for sure however as a whole the environment is engaging and the colleagues are lovely
What tips or advice would you give to others applying to Centrica?
If you were to join British Gas i would recommend to have expectations to be maintained, your job role would be the same as usual although paid less
