Ryannie had done a few weeks of casual work and knew that she wanted more for her education and career, but wasn’t sure what that was.

“If I’m honest I was going to go to university to be a physiotherapist, but the more I thought about it, the more I knew that university wasn’t really for me. Even though I had no idea what it was like being an apprentice in a contact centre, it’s been one of the best things I’ve done, as I can earn money whilst studying. I also feel like I have a career.”

Ryannie said, “I really am a people person and learning about helping customers every day and some of the responses from them are what the job is about, it makes you feel good about yourself knowing you can help others”.

“I applied for the apprenticeship because I think it is exciting to be a part of something completely different from what I thought I wanted to do. Now I’ve been here for a few months it’s definitely the opportunity for me as I can develop and help customers. I can also make a career in customer service.”

Ryannie’s team are one of the top performing teams in Edinburgh and are making a key difference to the Centrica service business by driving customer satisfaction scores and regulatory adherence.

The new Customer Service Trailblazer Apprenticeship has been created by leading service employers, including British Gas, to ensure we meet and exceed the needs of UK customers, learners and employers, both now and in the future.