Customer Services Apprenticeship

Customer Service Apprenticeship - British Gas Services Team - Full Time Permanent

Here at British Gas, we're on the lookout for Customer Service apprentices to join our family.

You will work and learn, serving our customers when they need us most, while working to attain your Customer Service Specialist (Level 3) qualification. There has never been a more exciting time to join our Customer Service team, as we move to a new way of working in our customer teams where collaboration and the customer journey is at the heart of everything we do!

Customer Service is critical to our success. You will be our customers' first point of contact and responsible for ensuring they have a fantastic experience with us.

We're looking for passionate individuals who want to deliver first class service for our customers, with a drive to making a real difference as we move towards a net zero future!

You will need to gain a broad understanding of the customer businesses and their operations quickly and will be making an impact from the day you start your journey with us, but don't worry, we will be supporting you every step of the way! We have partnered with an established training provider to ensure that all your training needs throughout the programme are met, you will also be assigned a mentor or buddy to further assist your development as well as the day-to-day support offered by your manager and colleagues. 20% of your development will be a combination of theory, technical and practical training whilst the remaining 80% will be on the job learning supported by a robust development plan to really help you succeed and reach your potential. We believe those who join the programme will be the future innovators and revolutionaries of our business!

Your apprenticeship will be dual purposed. We need you trained and ready to talk to our customers from week 4, while developing your skills through the apprenticeship modules and learning over an 18-month period. You will be supported and encouraged to be the best version of yourself, either in dealing with our customers' needs or with the modules and learning.

• Hybrid Working - Mixture of Home and Office. Initially working from the office
• Office based training up to 8 weeks (8.45am-5.00pm) Please let us know about any pre-booked holidays you may have, and that your commute is manageable (within 25 miles or 1 hour of site address).
• Hours - 37 hours. We're a 24/7 call Centre but we would expect hours to be between 8am - 6pm with potentially one in two weekends whilst you're on the apprentice scheme.
• Salary - £17,595 then moving to £22,100 after 52weeks.
• Bonus - up to 16% quarterly bonus
• Start Date - Monday 2nd September 2024
• Location - Leicester (LE19 1SZ)

What you'll be doing…

• You'll be working on our Home Service Team as the first point of contact for our customers who have a fault with an appliance and need a repair.
• You will ask the right questions, listen carefully, and make effective decisions based on your findings
• The needs of the customer should be at the heart of everything you do. You will take the relevant steps to ensure we deliver against our promises.
• Support your customers by providing amazing service, always with care and courage.
• Display consistent, effective, and strong customer service behaviours whilst meeting KPI's and delivering a positive customer experience.
• Identify and create opportunities to add value, promoting all the great products and offers we have for our customers.

We are looking for:

• A passion and motivation for first class service for our customers, with a drive to making a real difference.
• An ability to Identify and create opportunities to add value, promoting all the great products and offers we have for our customers.
• A strong and demonstrable desire to build a career in customer service
• Demonstrate confidence in effectively solving problems and escalate any issues or process improvements to the wider business areas.
• Eager to learn new skills and drive to succeed
• Clear written and verbal communication skills
• A self-motivated and pro-active attitude
• Comfortable with Microsoft Office systems
• High level of creativity and problem-solving capabilities
• An ability to Identify and create opportunities to add value, promoting all the great products and offers we have for our customers.

To apply you will need:

• To have the right to work in the UK.
• To have lived in the UK continuously for the past 3 years
• To be a resident in England (due to the course being funded by the English Apprenticeship levy and the programme only being offered in England)
• Apprentices will be required to have or achieve Level 1 English and Maths and to have taken Level 2 English and Maths tests prior to completion of their Apprenticeship (This can be completed through this apprenticeship course).
• To have not previously studied the course content.
• To not undertake any other qualification during your apprenticeship
• As this is a Level 3 Apprenticeship, you must not hold an undergraduate degree in any subject.
• To be able to apply your learning to your role.

Let's also dispel a myth, that apprenticeships are only for young people. Absolutely not! Apprenticeships are open to all age groups. Promoting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it! It's important that we do the right thing for our customers, therefore we also carry out financial, criminal record and reference checks before you start working with us, which your contract of employment is subject to.