1. Please give an overview of your role and what this involves on a day-to-day basis:
My role involves answering calls and helping customers with queries on their energy accounts. It involves managing expectations of the customer and doing the right thing for them in line with the business values. I am expected to keep things clear and precise to help the customers understanding of the issue they are calling about to remove any need for unnecessary call backs
2. Have you learnt any new skills or developed existing skills?
I have learned to develop my communication skills in the ability to adapt how I speak to my customers and speak in positive terms, such as going through with a customer what I can do rather than what I cannot do for them to help with their queries. It has helped develop my typing skills and how I process information for the customers to make sure future agents can understand the interactions
3. To what extent do you enjoy your programme?
I enjoyed the interactive training we got to go through and practice that we were able to put in before taking calls properly. The learning associates were vey helpful in answering our questions and helping us understand the criteria we needed to hit to pass the apprenticeship. Compiling the information needed was manageable for us as it was all very spread out and examples specific. But the marking criteria of what kind of examples we needed to get was not very clear and we were quite lucky that the manager and learning associates were able to go through and clarify this with us
4. How well organised/structured is your programme?
The programme supplied to us informed us of what we needed to do in regards to how it was separated into sections, such as communication and system knowledge. But was not very clear in terms of what type of evidence we had needed to submit into each module to make sure we got the best marks
5. How much support do you receive from your employer?
During the training and apprenticeship course work I have received tremendous support from staff and managers. I cannot think of anything else that could be done to provide me with more support. Constructive criticism has been provided in areas I can improve on and the standards I have been set are very clear what has been provided.
6. How much support do you receive from your training provider when working towards your qualifications?
In regards to learning associates there support was very clear and detailed. Everything was clearly broken down for us with regards to getting the passing criteria and what kinds of evidence we would need. Our manager and call centre manager would allocate us time to do apprenticeship work during business hours so we could maximise our opportunities to improve our work
7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
It has helped me by allowing me to understand the importance of why I need to follow the instructions the company sets and more of the business practices that we are regulated by as an energy company. Its allowed me to see my progress from when I started and given me a better knowledge of the systems I need to use
8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
Our work provides multiple opportunities to help with volunteering in the community and to charities that raise money or provide a service to those in need. There are groups arranged through in the work that allows engagement for fun activities like raffles and team fundraising activities as well that is encouraged for employees
9a. Would you recommend Centrica British Gas to a friend?
It is a good company to work for with a supportive management structure and good facilities that values its employees. Making sure there are opportunities for its employees to work hours that suit them. The pay is competitive and allows for extras based on good performance from you when reaching targets
10. What tips or advice would you give to others applying to Centrica British Gas?
I would advise them to be positive and make the most of opportunities offered to them here. I would say that being honest about worries or concerns you have is the best way to keep improving and get the most out of the opportunities that are given in learning and training sections
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