Job Description

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your 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 – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.

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

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/britishgas

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.