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(Picture: British Gas logo)

Michael Head is 35 and has worked for British Gas for 6 years. He has had a number of roles in the company and great chances to develop his career.

(Picture: Michael Head with his colleagues)

“I joined British Gas in March of 2002. My first job was taking calls from customers who were moving home and needed to sort out their energy accounts.
Luckily I’d had really good training to help me cope. I quickly made friends with people in my team, and really enjoyed what I was doing. My manager made sure he was always on hand if I needed help, especially in my early weeks.
I was really impressed that everyone gets their own development plan at British Gas. It’s the first job I’ve ever had where my manager takes time to talk to me regularly about how I’m doing. There seems to be an image out there of call-centre work being a dead end. And I’m sure some companies are like that. But at British Gas I’ve found everyone to be really keen to help me get on.
In fact just 6 months after starting I got promoted. My manager even helped me with my application for the new job. I was given the chance to work coaching new starters to the company, easing them into the business.
As well as looking after the teams day to day needs I helped them develop really good customer service skills. We do this by listening to a selection of calls people take and giving helpful and encouraging feedback.
I had the chance to pass on the things I had learned to the new starters and really understood some of the challenges the new people were facing. A new job is always stressful, and I was really pleased to be able to the things I’d learnt in my early days with the business.
British Gas has got lots of offices up and down the country. After building up my coaching skills I was able to work on a special project which meant I travelled around some of our offices to give training to staff across the country. It was really good fun, but hard work.
This really spurred me on, and I knew I wanted to work full time in our training department. So I kept an eye on what jobs were coming up, and in 2005 joined the training team full time.
“We often introduce new products and services for customers. My job as a trainer was to make sure that everyone had the right information and skills to do their jobs. I had to really understand our business and be able inspire and motivate the staff I worked with.”
Now I’m working with a team of specialists where we concentrate on really helping to improve our customer service. I’m still keen to progress further and know the business will be right behind me.
As you can tell, I have always had lots of support and encouragement during my time in the job. The six years have flown by and I’ve enjoyed all the challenges! It really is a great place to work and I’m happy that I have achieved so much in the last 6 years. It’s been hard work but rewarding and lots of fun”.

“We often introduce new products and services for customers. My job as a trainer was to make sure that everyone had the right information and skills to do their jobs. I had to really understand our business and be able inspire and motivate the staff I worked with.”
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