British Gas Business - Customer Service Apprentice

Join British Gas as a Customer Service Apprentice and help our customers while building a career in the energy sector.

About the team

At British Gas, our mission is to sell it and mend it. We've been powering the UK's homes and businesses for over 200 years, and we're making the UK greener and more energy efficient by using clever tech like thermostats, heat pumps, solar panels and EV chargers.

Apprenticeship Overview

As a Customer Service Apprentice, you'll help our customers when they need us most while building the skills for a long term career. Upon successful completion of the apprenticeship, you'll gain a Level 3 Customer Service Specialist qualification. The apprenticeship programme takes 18 months to complete and will consist of 20% off the job, dedicated, structured learning with 80% on the job call taking. You'll receive support from our external training partner Babington along with support from a dedicated mentor and your wider team.

Compensation & Terms

Apprenticeship Salary - £18,995, rising to £30,044 following the successful completion of the apprenticeship.
Contract - Permanent
Location - British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ

Working Style

Up to 8 weeks of office based training, comprising 4 weeks of formal training followed by 4 weeks of supported consolidation. Once competency in the role has been achieved, employees will have the opportunity to move to a hybrid working arrangement, typically involving 2 days per month in the office.

Operating Hours

Monday to Friday (8am - 6pm)

What you'll be doing

• Supporting customers via phone, webchat and email
• Listening, understanding and resolving queries with empathy
• Managing your own caseload with support from your team
• Learning to use systems and processes to find the right solutions
• Working towards a Level 3 Customer Service Specialist qualification alongside your role

What you will bring

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

Experience & Knowledge

This apprenticeship is designed for individuals who have little or no experience within a contact centre environment. It may not be suitable if you already have significant experience working in a contact centre or a similar customer service role, as the programme focuses on developing core, entry level capabilities.

Eligibility Criteria

• Apprentices must be aged 16 or over and have the legal right to work in England
• Learners must have lived in the UK/EEA for at least 3 years prior to starting the apprenticeship
• For non UK nationals, an appropriate visa is required and must permit full work and training
• The valid visa must cover the full duration of the apprenticeship programme