Customer Service Apprentice

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

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