CUSTOMER RESOLUTION APPRENTICE Review
at Centrica British Gas
Level 3 Apprenticeship
Customer Service
Leicester
Review Submitted: March 2025
Overall Rating
4.4 /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!
4.5/5
-
Overview of Role
5/5
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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
Assisting customers with inbound calls and helping customers with queries and issues processing sales complaints and retaining customers whilst offering discounts guiding customers and giving as much information as possible so they can understand what they are paying for.
To what extent do you enjoy your programme?
5/5
At first, dealing with customer complaints made me pretty nervous - I was worried I might make things worse. But once I got the hang of connecting with customers and showing understanding, my confidence really grew. I became much better at staying calm and working through problems and really enjoy the journey of helping customers.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I discovered how important tone of voice and understanding are when dealing with conflicts. My problem-solving skills improved a lot by handling complaints methodically. My manager's advice really helped me get better at both sales and customer interactions. my communication has improved as well giving me a boost in my role
Structure and Support
How well organised/structured is your programme?
4/5
My learning took place through one-to-one sessions with my on-site tutor and virtual learning with another tutor. This involved both in-person sessions at my workplace and remote learning from home. I believe the programme is structured well and the length of it is good aswell.
How much support do you receive from your employer?
4/5
so far I think I have been well supported throughout especially when my manager gives his feedback and he's there to support me when I need it the most if I am struggling between trying to balance work and life.
How much support do you receive from your training provider when working towards your qualifications?
4/5
My training provider gives me the essential information to complete my apprenticeship and resources in order for me to carry out what I need to.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
Learning information and knowing knowledge on how to handle things and express what we have gone through gives us a good understanding guiding us to assist in using when we are helping customers on the frontline.
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
the only extra curricular activity I do is running after my son as he's active I am able to get some exercise done, do cooking and laundry and that's all
Recommendations & Advice
Would you recommend Centrica British Gas to a friend?
Yes
Why?
British Gas offers a good guidance and training and pay in general
What tips or advice would you give to others applying to Centrica British Gas?
British gas is fair with every employee and offers flexibility and looks after each employee in terms of health and safety
