Customer Service Review

This job role involves taking 2 chats at once on a day to day basis. It involves being the first point of contact for customers, dealing with their queries, questions and complaints. You are required to provide a great level of customer service and these are monitored through statistics. These statistics are gone through with your manager every week at a time your manager decides. 1 day per week is set for your apprenticeship work.

Some skills I have developed during this apprenticeship would be how to provide a level of customer service which is acceptable for the business, dealing with customer complaints and how to ensure the customer is satisfied with the level of customer service that I have provided them. Some skills that I have further developed would be my technical skills such as how to use industry specific programs.

This program is to an extent enjoyable. At the beginning of the apprenticeship, we received 8 weeks of training which taught us all the processes we required and how to deal with customers who had certain queries. We also learned how to deal with customers who wanted to make a complaint and learned the best way to help all our customers to the best of our abilities.

The program is well structured, you begin the program in training, and learning how to deal with the customers, you then begin taking webchats, at the beginning you would take one chat at a time with one member of your team, so if you were stuck with anything, your peer can take over. You would then take one chat alone, before after a couple weeks of getting used to this move on to 2 chats at once.

From our employer we do receive support from our 1 to 1 sessions with our manager on a weekly basis. We also get support from specialist team when on webchat who can help provide live support with your query.

From our training provider, there is support provided, however the support provided is not too much. We are given our assignments, you can message the trainer, who will provide help if needed, however you would need to request for this support.

This qualification does help to some extent to preform better in this role.

No

Yes

British Gas is overall a decent place to work.

British gas is a good employer who will provide support if needed. It is a good place to work too.