Customer Service Trainee Program

3 weeks ago

Stockport, Stockport, United Kingdom British Gas Full time £17,595

Customer Service Trainee Program - British Gas Energy Team - Full Time Permanent

At British Gas, we are seeking enthusiastic individuals to join our Customer Service Trainee Program.

As a trainee, you will engage with our customers during critical moments, while working towards your Customer Service Specialist (Level 3) qualification.

This is an exciting opportunity to be part of our Customer Service team, where collaboration and the customer journey are central to our operations. Customer Service is vital to our success.

You will serve as the initial point of contact for our customers, ensuring they receive an exceptional experience.

We are looking for dedicated individuals who are passionate about providing top-notch service, with a commitment to making a significant impact as we strive for a sustainable future. You will quickly gain a comprehensive understanding of our customer operations and will start making a difference 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 development will consist of 20% theoretical, technical, and practical training, while the remaining 80% will involve on-the-job learning, supported by a robust development plan designed to help you succeed and reach your full potential.

We believe that those who join this program will become the future innovators and leaders of our organization. Your apprenticeship will serve dual purposes.

You will be trained to engage with our customers from the fourth week, while simultaneously developing your skills through the apprenticeship modules over an 18-month period.

We are committed to helping you become the best version of yourself, whether in addressing customer needs or completing your training modules.

Salary: £17,595, increasing to £22,100 after one year.

Location: Office-based with a flexible working policy.

Role Responsibilities:

You will work as a Customer Resolution Agent within our British Gas Residential Energy Division.

This role involves direct interaction with customers, addressing inquiries and complaints related to gas and electricity services.

In the future, you may also be required to assist through other communication channels such as web chats, emails, and messaging services to meet customer needs.

You will take full responsibility for managing and resolving customer interactions, ensuring a seamless experience and minimizing the need for customers to repeat their inquiries.

This role goes beyond standard customer service; you will have overall case management responsibility, escalating issues as necessary and managing customer expectations until a resolution is achieved.

You will be allocated specific time each week to manage your customer cases, with the autonomy to ensure timely resolutions.

This is your opportunity to make a meaningful impact on our customers' energy experiences.

You will be empowered to make informed decisions, placing the customer at the center of your actions.

We are continuously enhancing our processes and systems to better support our customers, and you will receive ongoing training to assist you in this endeavor, along with access to knowledge resources for guidance.

We are dedicated to fostering a culture of Continuous Improvement by identifying and implementing small changes that enhance both customer and colleague experiences.

Required Skills:

Your passion for delivering outstanding customer service should be a key motivator.

Excellent communication skills, both written and verbal, are essential to navigate the dynamic energy market.

You should proactively manage and monitor cases, identifying opportunities for efficiency and effectiveness.

We seek resilient individuals with high energy and enthusiasm to handle diverse inquiries.

Strong organizational skills are necessary to manage a high volume of tasks and competing priorities, working independently and proactively.

Ability to understand the broader context of balancing customer outcomes with business needs, adapting your approach as required.

This department operates in a fast-paced environment, so resilience, agility, and ownership are crucial.

You must balance empathy with professionalism, interacting with colleagues and stakeholders with sensitivity and competence.

Digital proficiency is required as you will navigate multiple complex systems.

Providing effective solutions on the first attempt is a primary focus in all roles to ensure we meet our commitments.

We encourage you to be innovative and creative in your ideas to enhance the customer journey and the processes that support it.

Eligibility Criteria:

To apply, you must have the right to work in the UK and have resided in the UK continuously for the past three years.

Applicants must be residents of England due to funding regulations.

Apprentices are required to achieve Level 1 English and Maths and must complete Level 2 English and Maths tests before finishing their apprenticeship (this can be accomplished through the program).

Applicants should not have previously studied the course content or pursue any other qualifications during the apprenticeship.

As this is a Level 3 Apprenticeship, candidates must not hold an undergraduate degree in any subject.

We welcome applicants of all ages, promoting diversity and inclusion as core values.

To ensure we do the right thing for our customers, we conduct financial, criminal record, and reference checks prior to employment, which is subject to contract.

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