Customer Support Apprenticeship Program

3 weeks ago

Stockport, Stockport, United Kingdom Centrica Full time

We are Centrica, a diverse family of brands dedicated to creating a cleaner, greener future. Here, we believe in being #MoreThanACareer – we are driven by purpose. Together, we can make a significant impact that will shape tomorrow. Whether you are at the forefront of customer interaction or streamlining operations behind the scenes, your role is crucial.

Your journey with us is not merely a job; it is a mission. Each of us contributes to energising a greener, fairer future.

Customer Support Apprenticeship - British Gas Energy Team – Full Time Permanent

At British Gas, we are seeking enthusiastic Customer Support apprentices. You will engage with our customers at critical moments while working towards your Customer Service Specialist (Level 3) qualification. This is an exciting opportunity to be part of our evolving Customer Service team, where collaboration and the customer experience are paramount.

Customer service is vital to our success. As the first point of contact for our customers, you will ensure they receive an exceptional experience.

We are looking for individuals who are passionate about delivering outstanding service and are eager to contribute to our transition towards a net-zero future.

You will quickly develop a comprehensive understanding of our customer operations and make an impact from day one. Rest assured, we will support you throughout your journey. We have partnered with a reputable training provider to meet all your training needs during the program. You will also be assigned a mentor to assist in your development, alongside the daily support from your manager and colleagues. Your training will consist of 20% theoretical, technical, and practical training, with the remaining 80% focused on on-the-job learning, all designed to help you succeed and reach your potential. We believe that those who join this program will become the future innovators of our business.

Your apprenticeship will serve dual purposes. You will be trained to engage with our customers from week four while developing your skills through the apprenticeship modules over an 18-month period. We are committed to supporting you in becoming the best version of yourself, whether in addressing customer needs or completing your learning modules.

Key Responsibilities:

  • Work as a Customer Resolution Agent within our British Gas Residential Energy Division.
  • Handle customer inquiries and complaints related to gas and electricity, taking calls throughout the day. Future responsibilities may include engaging through other channels such as web chats and emails.
  • Take full ownership of customer interactions, ensuring a seamless resolution process and minimizing the need for repeat contact.
  • Manage customer cases effectively, escalating issues when necessary and maintaining customer expectations until resolution.
  • Allocate time each week to manage your customer case load, exercising autonomy to ensure timely resolutions.
  • Make a meaningful difference in our customers' energy journeys by placing their needs at the forefront of your actions.
  • Participate in ongoing training to enhance your skills and access knowledge resources for continuous improvement.
  • Contribute to a culture of Continuous Improvement by identifying and implementing small changes that enhance customer and colleague experiences.

Essential Skills:

  • A genuine passion for delivering exceptional customer service.
  • Excellent written and verbal communication skills to navigate an evolving energy market.
  • Proactive case management to meet key milestones and improve efficiency.
  • Resilience and enthusiasm to handle diverse inquiries.
  • Strong organizational skills to manage competing priorities effectively.
  • Ability to balance customer outcomes with business needs, adapting your approach as necessary.
  • Capability to work in a fast-paced, high-pressure environment with agility and ownership.
  • Empathy and professionalism in interactions with colleagues and stakeholders.
  • Digital proficiency to navigate multiple complex systems.
  • A focus on delivering the right solution on the first attempt.
  • Courage and creativity in proposing ideas to enhance the customer journey.

Requirements:

  • Eligibility to work in the UK.
  • Continuous residency in the UK for the past three years.
  • Residence in England, as the program is funded by the English Apprenticeship levy.
  • Apprentices must achieve Level 1 English and Maths and complete Level 2 tests before finishing their apprenticeship.
  • No prior study of the course content.
  • No other qualifications during the apprenticeship.
  • Must not hold an undergraduate degree.
  • Ability to apply learning to the role.

We embrace diversity and inclusion, welcoming applicants from all age groups. It is important to us that we do the right thing for our customers, which is why we conduct financial, criminal record, and reference checks before employment.

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