Customer Service Apprenticeship - Leeds

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.

Join British Gas as a Customer Service Apprentice and earn while you learn. You’ll gain a Level 3 Customer Service Specialist qualification supporting our customers, including those who may be vulnerable, and helping shape a net zero future.

Your apprenticeship will be within one of these fantastic teams:

• Credit customers who generally pay by monthly direct debit or quarterly bills.
• Pay As You Go customers who pay by topping up their meter as and when required.
• Business customers who own a small business (SME) who can pay either way.

The apprenticeship programme takes 18 months to complete and will consist of 20% 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.

Important Details:

• Salary: £18,334 (rising to £23,573 after 52 weeks)
• Department Hours: Monday to Friday, 8am-6pm
• Start Date: 1st September 2025
• Office Location: Newbridge House, Leeds City Office Park, Kidacre Street, Holbeck, Leeds, England, LS11 5BD

You’ll begin with eight weeks of in-office training, Monday to Friday, in our Leeds office. We operate a flex policy which will be determined by your manager, however it is likely that the first 6 months will be fully office based. This is subject to change.

What you’ll do: While On-the-job, you will speak to our customers when they need us, addressing their enquiries and complaints with empathy and care. You will manage your own case loads through a variety of different methods, either phone, web chat or email. You will spend 1 day per week attending virtual college as part of your dedicated learning.

What we need from you:

• Customer Service Passion: Deliver exceptional service with energy and enthusiasm.
• Time Management: Handle diverse enquiries efficiently.
• Digital Savvy: Navigate multiple complex systems.
• Communication Skills: Clear, empathetic, and calm across various channels.
• Resilience: Thrive in a fast-paced, high-pressure environment.
• Problem-Solving: Provide first-time solutions and improve processes.
• Self-Development: Continuously improve skills with our support.

Make sure to complete the online situational judgement exercise to assess suitability for the role. Your application cannot progress until this has been completed.

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.

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.