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British Gas Customer Service Representative Reviews

Updated 21 November 2017
5 reviews

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Customer Service Representative

2.3
StarStarStarStarStar
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Approve of CEO
British Gas Managing Director Mark Hodges
Mark Hodges
1 Rating

Employee Reviews

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Pros
Cons
  • Stupidly poor work/life balance for those in a call center roll (in 14 reviews)

  • Disputes within senior management (in 18 reviews)

More Pros and Cons

  1. Helpful (1)

    "OK. nice environment but boring job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Manchester, England
    Former Employee - Customer Service Representative in Manchester, England
    No opinion of CEO

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

    Pros

    Excellent training for the first 6 weeks. Good salary compared to other call centres. Nice office environment. My manager was great and supportive but this wasn't the same for people on other teams.

    Cons

    Opportunities for progression seem to be biased towards the people who shout the loudest rather than those who have put in the graft and consistently hit KPIs

    Advice to Management

    Consider progression opportunities to avoid high staff turnover


  2. Helpful (1)

    "Poor Management lazy staff and favouritism by management"

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

    I worked at British Gas full-time (More than 3 years)

    Pros

    Decent Salary and bonus but only if you meet your targets unless your favoured then you get top bonus with poor targets and stats

    Cons

    expected to do everything under one umbrella threshold, management are extremely lazy as are certain members of staff who get paid for doing nothing and are bumped up to the highest bonus bracket with nothing to back up the reasons for this csm's are aware of this yet do nothing the CEO needs to get there finger out and sort out the deadwood from those committed to doing whats best for the customer without trying to ram sales down their throats everything is about promoting and very little about customer service to the customer TL'S know nothing about how to be a customer service advisor

    Advice to Management

    sort your management team out and stop allowing lazy sods to get paid for nothing everyone should have the same opportunities yet it only goes to people who are favoured by their manager


  3. "Customer Service Advisor"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Leeds, England
    Current Employee - Customer Service Representative in Leeds, England
    Doesn't Recommend
    Positive Outlook

    I have been working at British Gas full-time (More than 10 years)

    Pros

    Its one big family, Good Brand, Good benefits, diversity

    Cons

    Structure needs to be a bit more flexible

    Advice to Management

    Act quicker or implement change quicker to save customers
    Listen More
    Be more proactive


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  5. Helpful (1)

    "Heavy workload friendly staff"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in London, England
    Former Employee - Customer Service Representative in London, England
    Recommends
    Negative Outlook

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

    Pros

    It is a good team spirit with great energy in office and young work force in customer service

    Cons

    There is a heavy workload in the customer service department and monotonous work with often dissatisfied customers which means quite a bit of stress

    Advice to Management

    Give customer service agents more delegated responsibilities to be able to take a decision on a customer without always having to refer to the line manager


  6. "Good workplace"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative
    Former Employee - Customer Service Representative
    Recommends
    Positive Outlook
    No opinion of CEO

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

    Pros

    - Good Salary for what you do
    - Strong team ethic
    - Development is there if you want it
    - Great office environment

    Cons

    - None for me, best ever job I have had