Start your career with purpose – Earn while you learn
At British Gas Business, we support the organisations that keep the UK running. 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.
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:
Standard government funding requirement, apprenticeship eligibility:
- 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
Pay: From £18,995.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Profit sharing
- Referral programme
- Sick pay
- Store discount
- Work from home
Work Location: Hybrid remote in Leicester LE19 1SY
