British Gas Business - Customer Service Apprentice

British Gas is a leading energy provider in the UK, supporting customers through reliable services and helping the country move towards Net Zero.

Responsibilities

• Support customers via phone, webchat and email.
• Listen, understand and resolve queries with empathy.
• Manage your own caseload with support from the team.
• Learn to use systems and processes to find the right solutions.
• Progress towards a Level 3 Customer Service Specialist qualification while working.

Requirements

• Some experience in a customer-facing role (e.g. retail, hospitality, part-time or Saturday jobs).
• Positive attitude and willingness to learn new skills.
• Clear, friendly communication skills.
• Comfortable using systems or digital tools.
• Good organisation and time management abilities.

Experience and Knowledge

This apprenticeship is designed for individuals with little or no experience in a contact centre. It may not be suitable for those with significant experience in similar customer service roles.

Eligibility Criteria

• Apprentices must be aged 16 or over.
• Must have the legal right to work in England.
• Learners must have lived in the UK/EEA for at least 3 years before starting.
• Non UK nationals must hold an appropriate visa covering the full duration of the apprenticeship.

Apprenticeship Details

• Duration: 18 months.
• Learning: 20% off the job, structured learning; 80% on the job call taking.
• Salary: £18,995 per annum, rising to £30,044 after successful completion.
• Contract: Permanent.
• Location: British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ.
• Working style: Up to 8 weeks of office based training, then optional hybrid arrangement (typically 2 days per month in office).
• Operating hours: Monday to Friday, 8:00am - 6:00pm.