The document discusses Centrica's approach to apprenticeships. It outlines how apprenticeships have evolved from traditional trade-based models focused solely on skills development, to more flexible, employer-led programs that embed both skills and knowledge applicable to specific job roles. Centrica's apprenticeship programs are designed around the needs of the business, with curriculums written by employers and maths/English embedded throughout. The programs follow a three-stage structure with on-the-job learning, facilitated support and a final assessment. A pilot program in customer service saw reductions in attrition and improvements in productivity and customer satisfaction. The document also lists potential new apprenticeship roles and how the learning will align with Centrica's

1. Centrica Apprenticeships
Erica Farmer
Learning & Development
Centrica

2. 2
Apprenticeships have changed from being a
trade to a profession
Provides flexible
and transparent
career paths
Ensures
apprentices can
demonstrate
competence in
both the skills and
knowledge
Young people to learn
‘hands on’ trades
Focuses on
assessing of
competence,
often with day
release at college
with no employer
interaction
Curriculums would be set by
Awarding Organisations and
inflexible to employer needs
Written by leading employers
for Apprentices of all ages and
occupations
Maths and English embedded in
to the learning and applied to
employer and role
The New ApproachHistoric Approach

3. 3
Apprenticeship schemes are now constructed
for the needs of the business
Business
Strategy
Recruitment
‘On the job
learning’
Continuous
Development
Induction
Period
End Point
Assessment
Facilitator
Supported
Learning
Grad Bay
Stage
01
Stage
02
Stage
03
What were the
outcomes from the
pilot?
Week 1 - 12 Week 13 - 52 Week 53 - 54
Reduced attrition in
Customer Service by
Customer Services Apprentices
demonstrated an increase in
productivity by
(based on AHT & call resolution).
7% 6%
Compared to their colleagues
they improved their NPS by
20 points

4. 4
Relationship
Manager
Data
Analyst
Digital
Infrastructure
Technician
Dual Fuel
Smart Meter
Installer
Cyber Security
Technologist
Digital Network
Engineer
Software
Developer
Management
Apprenticeship
Digital
Marketer
Commercial
Marketing
Technology and
Engineering
Digital & Data
We have the opportunity to provide new
Apprenticeships for our Group wide capability gaps…
Continuous
Improvement
HR HR
Apprenticeship

5. 5
The Apprenticeships will fit with our
Academies
is where you access all your learning
This learning will enable you to be seen as an
expert in your role and career or will develop
you to a management position
This learning will develop your skills further
and offer you opportunities to broaden out
your skills within your chosen career
This is all the learning that you will receive that
will enable you to do your job to the required
standard set out by your manager.
Leadership &
Management
Change Technology Customer
Service
Sales Commercial
& Marketing
Compliance Finance Business
Skills
Engineering HSE HR
This learning could be a
blend of…
Classroom Digital
Webinars Podcasts
Reading Secondment
Advanced
career
development
On the job
Onboarding