British Gas Customer Service Advisor Reviews | Glassdoor.co.uk

Glassdoor uses cookies to improve your site experience. By continuing, you agree to our use of cookies. OK | Learn More

British Gas Customer Service Advisor Reviews

Updated 19 September 2017
54 reviews

Filter

Filter

Customer Service Advisor

2.3
StarStarStarStarStar
Rating TrendsRating Trends
Recommend to a friend
Approve of CEO
British Gas Managing Director Mark Hodges
Mark Hodges
13 Ratings

Employee Reviews

Sort: PopularRatingDate

Pros
Cons
  • Stupidly poor work/life balance for those in a call center roll (in 12 reviews)

  • Disputes within senior management (in 16 reviews)

More Pros and Cons

  1. Helpful (1)

    "Not good, not bad.. just as you would expect from such a large company."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Advisor
    Current Employee - Customer Service Advisor
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at British Gas full-time (More than 3 years)

    Pros

    Great basic salary £19k+ opportunity to earn a monthly bonus (max £150) and a quarterly bonus.

    Some Managers are good and can make it somewhat of a relaxed place.

    If you are lucky enough to win points by doing certain things (compliant calls among lots of other metrics) then you would be invited to an end of year event. Posh food, free alcholic drinks (if you don't drink alcohol then you can have 2 free soft drinks and then water from there on, or pay for your own)

    On site canteen.

    Cons

    Canteen can be pricey (£3.45 per meal) the food is awful as there isn't that many people who use it, chips are tasteless and cheap. Extra 40p charge if you want Cajun spices on them.

    End of year event is where all the money goes, easter eggs, selection boxes, children's disco were all taken away to pay for the end of year event in which only around 100-200 people go.

    Compliance is a joke - I have been 100% for the entire year (over 15 calls assessed) but British Gas don't care about that and there is no reward apart from keeping your monthly bonus (you have money taken away if you fail your assessments). They are quick enough to start managing you if you fail.

    The quality of management is so varied. My manager is really good and does lots of coaching and gets involved with the team but some managers give their teams no coaching whatsoever.

    All the benefits of customer's sticking with British Gas are slowly being removed e.g. Dual fuel discount, prices increasing, only offer to give customer's moving home is a free boiler service which is only really worthwhile for home owners. Targets are either kept the same or slowly increasing but those who make these decisions don't care as it's all about making money.

    Advice to Management

    Make it a fun place to work. During my interview I was told of the many benefits of working for British Gas (Children's Disco) things like this is what made me take the job. Started 4 weeks later and all the benefits discussed during interview no longer exisited.

    My advice would be to listen to what your staff have to say and stop making it harder to do our job. Most of us enjoy being there and want to do the job.

    Get rid of the end of year event as not everybody has the opportunity to go it as most of the time the points you can get can be manipulated in your favour to come out top.

    Reward the people who are doing well (things like compliance) you focus to much time on avoiding fines and being in trouble with Ofgem that you soon forget about the staff who are doing really well.


  2. "Paint by numbers call centre that lacks career progression."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Advisor in Edinburgh, Scotland
    Former Employee - Customer Service Advisor in Edinburgh, Scotland
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at British Gas full-time (More than a year)

    Pros

    Good people to work with.

    Cons

    Below average salary, strict targets that are hard to hit before being offered a contract.


  3. Helpful (3)

    "All upper management care about is money"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Advisor in Edinburgh, Scotland
    Former Employee - Customer Service Advisor in Edinburgh, Scotland
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at British Gas full-time (More than a year)

    Pros

    Met some awesome people
    Managed to get out without harm to my mental health

    Cons

    Where do I start?
    - constant fear of failing an audit that has no room for error. You can have an amazing call, but forget a tiny piece of info with no detriment to customer and you fail full call, told you've let customer down and then get micro managed for weeks.
    - lack of consistent messages across every department.
    - no pay rise
    - taking away benefits and perks
    - CEO making 4 mill bonus but staff being told "no money"
    - threat of jobs being outsourced unless we all agree to change our contracts
    - wanting staff to work over christmas
    - terrible work/life balance
    - upper management that refuse to listen but patronise they are listening but nothing changes
    - huge focus on sales and making money for company
    - not getting fairly treated
    - no respect from upper management
    - feeling like just a number, not a person
    - people going off long term sick with stress
    - terrible abscense policy
    - too many things to do on calls with no room for error
    - unreasonable policies for dealing with abusive customers

    Advice to Management

    Listen to your staff and treat us fairly


  4. Is this helpful? The community relies on everyone sharing – Add Anonymous Review


  5. Helpful (2)

    "Customer Service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Advisor in Edinburgh, Scotland
    Former Employee - Customer Service Advisor in Edinburgh, Scotland
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at British Gas full-time

    Pros

    Good system for looking after their employees during times of strife.

    Cons

    Difficult targets to meet. Under constant supervision from ofgem.

    Advice to Management

    tricky place to progress, they tend to keep clever people back.


  6. Helpful (6)

    "Customer Service Advisor"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Advisor in Manchester, England
    Former Employee - Customer Service Advisor in Manchester, England

    I worked at British Gas full-time (Less than a year)

    Pros

    Decent salary with achievable targets and good bonuses. Friendly atmosphere with lots of people willing to share knowledge and advice.

    Cons

    Make sure no one dies or you don't move house during 12 weeks of training. They are not accomodating for things like this. You may miss out of another game of charades or pin the tail on the donkey in training.
    10 Year waiting list for a parking space.
    Over priced canteen.
    Floor walkers need to help more..

    Advice to Management

    Training needs to focus more on the job at hand and less team building excercises.
    More compassion needed, people have lives outside of work too.


  7. Helpful (3)

    "Not what it was..."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Advisor in Cardiff, Wales
    Current Employee - Customer Service Advisor in Cardiff, Wales
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at British Gas full-time (More than 3 years)

    Pros

    Amazing Colleagues
    Good Salary for the role and level
    Good Benefits Package

    Cons

    Company perceived as old, expensive and outdtaed
    Managment out of touch with reality of lower level roles
    Forced to book holiday time over a year in advance
    Stupidly poor work/life balance for those in a call center roll

    Advice to Management

    Stop trying to change what isnt broken, stop trying to hold staff pay rises to ransom by blackmailing them with forced contract changes.


  8. "Good employer"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Advisor in Edinburgh, Scotland
    Current Employee - Customer Service Advisor in Edinburgh, Scotland
    Recommends
    Negative Outlook
    No opinion of CEO

    I have been working at British Gas full-time (More than a year)

    Pros

    Great pay, this is the first job I've worked where management recognise your effort as it is set in back and white by your performance

    Cons

    Hard to advance if you're not good at networking. Current climate is uncertain re family friendly hours

    Advice to Management

    Listen to your employees. Remember, you get what you pay for. Want first class employees? Treat them like first class employees.


  9. Helpful (2)

    "Great place to earn"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Advisor in Edinburgh, Scotland
    Former Employee - Customer Service Advisor in Edinburgh, Scotland
    Recommends
    Neutral Outlook

    I worked at British Gas (More than 10 years)

    Pros

    Friendly atmosphere
    Significant "employee engagement" initiatives including team nights out, weight loss programs etc
    Great training
    Great salary - far better than say bar work or general clerking esp if you are a student

    Cons

    No career paths esp if you don't / cannot network, and consequently:
    Managers / team leaders - you are lucky if you get one who's man-management is positive otherwise;
    Likely to be managed via negative feedback only, which is soul destroying
    Too many changes in direction

    Advice to Management

    Train managers in motivational leadership, situational leadership etc
    Identify and develop talent, not just promote (advance) people who can promote (market) themselves.


  10. "BG Call Centre Employee"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Advisor in Stockport, England
    Current Employee - Customer Service Advisor in Stockport, England
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I have been working at British Gas full-time (More than 5 years)

    Pros

    Well compensated for what I do
    Not great work life balance

    Cons

    Development is a challenge, poor leadership and general mood after restructure is poor

    Advice to Management

    Stop changing the business, and concentrate on trying to grow it


  11. Helpful (2)

    "Awful place"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Advisor in Manchester, England
    Current Employee - Customer Service Advisor in Manchester, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at British Gas part-time

    Pros

    Meet some great people over the years, good canteen,brand new office, free parking. Relaxed dress code, nothing else is good

    Cons

    the management have no idea what they are doing the atmosphere is miserable. The place is getting worse the targets are unachievable. No support. Cant get a holiday unless booked 12 months in advance and even then you struggle

    Advice to Management

    Learn how to motivate