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

British Gas Customer Service Advisor Reviews

Updated 8 May 2018
60 reviews

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Customer Service Advisor

2.5
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Approve of CEO
British Gas Managing Director Mark Hodges
Mark Hodges
16 Ratings

Employee Reviews

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Pros
  • "Work/Life balance is always good too" (in 25 reviews)

  • "The company has good benefits available to make working there attractive" (in 31 reviews)

Cons
  • "No work life balance whatsoever" (in 18 reviews)

  • "Some of the senior management do not communicate well" (in 18 reviews)

More Pros and Cons

  1. "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.


  2. "Mixed feelings."

    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 full-time (More than 5 years)

    Pros

    The training is good and the people I work with are fantastic. The benefits plus is good too. They offer good maternity, sick and dependency pay too. Work/Life balance is always good too.

    Cons

    No progression, lack of communication from the hierarchy, some business decisions are awful and lack of morale in the workplace. Losing customers at an alarming pace and piling too much work on Team Leaders which prevents them from spending time with their teams.

    Advice to Management

    Management above Team Leaders levels need to put the staff first sometimes rather than it always being about the customers/business needs. If you treat the staff well, the business needs and customers will come with that.

  3. Helpful (1)

    "A frustrating mess of compliance, incompetence and a shockingly bad system."

    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
    No opinion of CEO

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

    Pros

    Decent money for an easy job.

    Cons

    Gets old quickly, very repetitive call types and lots of script reading. System is appalling and seems to be designed to make your life difficult.

    Advice to Management

    Put some of that 1.2 billion profit you made last year into a workable system!


  4. "Good Wage"

    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
    Neutral Outlook
    No opinion of CEO

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

    Pros

    one of the best paid call centre jobs and flexible with hours

    Cons

    consistently changing targets and a heavy work load


  5. Helpful (2)

    "Messedup"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Advisor in Leicester, England
    Former Employee - Customer Service Advisor in Leicester, England
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Good pay , good working environment, easy to progress in to other roles.

    Cons

    Horrible training, on job too many complains to deal with, your timed on each call although complain calls can take ages. Too many stats to maintain.

    Advice to Management

    Its not about stats all the time but customer.


  6. Helpful (1)

    "Prepare to lose your days and evenings"

    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

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

    Pros

    Some of the people were quite nice.

    Cons

    Horrendous work/life balance
    Terrible and dated systems
    Micromanaged resourcing


  7. "Customer Services 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
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Staff who are keen to do a great job
    Nice offices for a call centre
    Great training

    Cons

    Poor management who lack people skills
    Business is very slow at responding to concerns, and always pass the blame onto others rather than accept responsibility

    Advice to Management

    Listen to existing staff

  8. "Cut throat, Senior Management don’t care about employees."

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

    I worked at British Gas full-time (More than 5 years)

    Pros

    Decent pay, looks good on resume. Working with engineers on dispatch. Fast paced. Made good friends. Some managers were great.

    Cons

    Company culture and cutthroat mentality. Operations was known as the lion’s den. Managers very hit or miss. Stressful; often get shouted at by customers because of having to reschedule appointments Entire departments disbanded because of the constant moving around they do and redundancies. No job security or upward mobility. Had several abusive managers, including one who smiled to her manager when I complained of bullying, then waited till he was gone to take me into a room and shout at me. Cold, clinical.

    Advice to Management

    Stop treating employees as dispensable


  9. 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.


  10. "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.