Customer Service Executive at Centrica British Gas

Start Date:
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
Review Date:
February 2020

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1. Please give an overview of your role and what this involves on a day-to-day basis:


Answering customer calls and responding to customer email Logging customer queries on SAP system and keep accounts up to date Rotating across different departments across the office floor eg. Billing Dep, Sales Team, Pricing Team Supporting customer managers in managing customers portfolio eg. attending customer meetings Working on projects on reduce customer debt

2. Have you learnt any new skills or developed existing skills?


As an apprentice, we were given about 12 weeks of 'off the job' training in which we were in a training room and not on the office floor and was given training. This training included how to navigate the different systems and enhance of use of Microsoft Excel. we were also given training on personal key skills such as being proactive, remaining calm in stressful situations, team working etc.

3. To what extent do you enjoy your programme?


I thoroughly enjoy my time working here at British Gas as an apprentice. I enjoy the fact we are able to go out to different departments of the business to experience what it is like. We also to work very closely with charities and host events within the business to raise money for them

4. How well organised/structured is your programme?


The apprenticeship is very well through, and structured and planned. From our very first day, we were given an overview on what our time would look like and at what would be doing at every point. On our rotations in the different plans, we are given a clear plan from our manager what we will be doing on our 4-5 weeks within that team.

5. How much support do you receive from your employer?


We receive a lot of support from out line manager as well as the employer as a whole. We have fortnightly 1-1/ check ups with our line manager to raise any concerns we may have or anything we want to raise. We also have these 1-1's with our rotation managers.

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


We have a digital platform where we upload any evidence into categories that contribute to our targets. We are given 2.5 hours per week to be able to do this in a training room away from the office floor. We are also able to have video calls with the training provider to ask any questions we may need to

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


Being able to go to different departments across the business, we get a better and wider understanding of different customer and a more in depth understanding of specific areas eg understand how the billing process works which benefits my role as a customer service executive as a customer may call with a billing related query

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.)


In our work we have a gym which employees can have access to. As part of our apprenticeship, 20% of it has to be off the job. We chose to work closely with the Homeless Charity and Old peoples home. At Christmas, we went to the old peoples home and spent then day with them, decorating, singing etc. We also hosted events for our work to raise money and had donation boxes to receive items to give to the Homeless Shelter which an article was produced about

9a. Would you recommend Centrica British Gas to a friend?


9b. Why?

It is a workplace that cares about its people and their wellbeing. Everyone is friendly. As apprentices, the rest of the business really supports us and helps us with whatever needed. It is a workplace that puts your safety, mental health and wellbeing first. There is a never a dull day

10. What tips or advice would you give to others applying to Centrica British Gas?

Be yourself. I would also say to be enthusiastic and open minded and ready to learn new things as British Gas is a business where you are able to do so much and grow so not to limit yourself as there as so many opportunities within the business here at British Gas

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