Customer Resolution Agent Review

A customer facing role over the phone, answering any queries or complaints. Interacting with your team regularly in a teams chat to guide each other to effective customer service and faster resolutions. Your case time and time management is your responsibility however, my team leader gives great support to allow you to not shy away from when you are struggling or need extra support with a very door open approach. The apprenticeship roles consists of one day a week off the phone to work on the allocated work given by Babbington remotely and individually. Some of this does have additional aids to teach you the information, but limited to perhaps one page of information so how much you get from that is probably very small. On activities that do not have any additional support, you are essentially made to answer a broad question by google or supporting tools British Gas have made available. Whilst it does incorporate individual learning, I would argue this isn't effective per say as it doesn't acquire British Gas knowledge first hand rather than what google says and therefore you also do not retain the information either. I don't think the available British Gas tools have been thoroughly explained nor are they used to their potential because of this.

I think I have learnt a lot in regards to the practical element of the job - actually being on the phones. But have I learnt information/skills from the apprenticeship? I don't think I have. Information regarding SWOTS and PESTLE that we have explored and looking into the customer journey step by step does allow you to analyse what you do and why you do it, but it is a generalized training plan that doesn't focus on individual training styles or needs. I can acknolwedge the English and Maths trainers for relevant individuals and those with educational needs has been regularly visited and explored and the trainer and team leader are always accessible for support - I don't think there is an element of 'pushing' yourself. I think this would benefit from gaining some more hands on skills - implementing something into your team or looking into other departments.

I enjoy the down day for Wednesdays not being on the phone as it helps with Case Time and case management but actually completing the apprenticeship I see it rather repetitive with different tasks and too based on individual learning on the same tasks i.e. word tasks etc.

We started the programme on a poor note. The opening to the course was as though we were watching another meeting and they couldn't hear us. This was actively listened to and redid the same meeting. Then due to issues with the trainer, we restarted from our now trainer and did the same meeting for the third time based on how to log off the job hours. So I think that was a waste of time. After the incident, I would like to praise Babbington and Apprenticeship Team in British Gas as they were swift and apologetic to Rocco. Since changing apprenticeships, we do get regular monthly meetings to explain what needs to be done the following month but they are self explanatory so if anything I find they waste time otherwise learning.

The support is always there if you need and ask or you have information i.e. KPI's that are struggling. My team leader is very great and will give you responses that are clear if you dispute something or will seek information on your behalf.

Through no fault of Victoria, the responses if you are struggling do take a while to come back which effectively delay the work that day. I can see the effort is there as she actively comes in and is very much open door policy.

I think it has no link or support if I'm honest. It has not impacted my job role in any way. In actual fact, I find a demotivation regarding the bonus allocation not being applied to apprentices. I understand this was queried to CEO who outlined they don't want us to focus on KPIs, but rather our apprentice work quality, however we still are held to the same targets so this I don't think makes sense. If I have to give the same quality work, for the same amount of time, I disagree with this decision. Also, getting the full pay structure 6 months after the end of the apprenticeship effectively means underpaid for 6 months, again with the same targets and expectations. I think there are opportunities to benefit from this revision.

No

Yes

They do really listen to their employers and regularly ask for feedback which i appreciate

No