Customer resolution Agent Review
at Centrica
Level 3 Apprenticeship
Customer Service
Leicester
Review Submitted: March 2025
Overall Rating
3.6 /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
-
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:
4/5
On a day to day basis we would work with Customers that would need help with their account. As small as changing the a direct debit detail for the customer to changing meters over that have been crossed with another property. Customer will ring us to that they are able to get to understand their account better specially if they have moved over from another supplier. Customers will also ring us to understand tariffs better which they may have seen on our website or on their online account. Dealing with complaints is part of the job too where you would get customers that are dissatisfied with their experience and we will deal with the complaint as trained by the company.
To what extent do you enjoy your programme?
3/5
The programme is okay, tasks are set and we are to meet the deadline to complete the work. I just hope it was better in terms of working as a team and other students in the apprenticeship helping each other.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
Alot of the skills which i have picked up from my previous work I have enhanced with the apprenticeship. Dealing with things under pressure specially with customers that want their query to be solved.
Structure and Support
How well organised/structured is your programme?
4/5
Yes - the programme is organised and structured.
How much support do you receive from your employer?
4/5
Full support as much as they can give, the manager will always keep us informed and also make sure that we know what we are doing on college days.
How much support do you receive from your training provider when working towards your qualifications?
4/5
There is a lot of support available within the job as it is, the customers will call in and we would have our knowledge hub which we can go on to. there are other colleagues that we can go to that can help us when we are struggling.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
the apprenticeship has made me more aware of what kind of customer which we will be facing with active statistics and facts. the apprenticeship will also make us more aware of the statistics on things and we would also research the different types of data that companies collect.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
2/5
social activities, team activities outside of work, sport games, bonding times together.
Recommendations & Advice
Would you recommend Centrica to a friend?
Yes
Why?
its a good experience and i think for the right person they can get far and open themselves up to other part of the business and explore skills
What tips or advice would you give to others applying to Centrica?
As stressful as the job may be - customer service resolution agent. There is a bunch that will always be up to help each other and they have a nice group of colleagues and they do not necessarily have to be in your team and they would provide support. which is good
