B&Q Showroom Advisor Apprentice

Summary

Sales matter in this role, but your real focus will be the customer. You’ll ask questions and explore possibilities to recommend the right finance, products, and installation options. You’ll use software to produce inspirational designs that will bring customer projects to life.

Annual wage: £13,120.64 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: 19 hours per week, on a shift pattern basis, Monday-Sunday 7:00am-10:00pm, exact shifts to be confirmed.
19 hours a week
Possible start date: Monday 25 November
Duration: 1 year 7 months
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities.

Daily roles and responsibilities will include;
Customer –
- Actively approach your customers, engaging with them naturally
- Understand customer needs, provide appropriate solutions, and build lasting relationships with both retail and trade customers
- Actively promote company services such as finance, trade and installations to fulfil the customer project needs
- Create accurate designs that delight customers and turn enquiries into sales
- Turn negative customer situations into positive outcomes finding solutions for enquiries and aftersales resolutions
- Ensure all types of customer communications are dealt with professionally
- Encourage customer feedback share it with Managers and use it to improve service
Installations –
- Sign up company installers and support them to give the best service to our customers
- Using company systems to process the customers project from end to end for both supply and installation-based customers
- Support Showrooms Manager and Project Coordinator to deliver all aspects of the installations service
Systems and Procedures –
- Utilise all available tools, reports, and systems throughout the customer journey to maximise sales
- Ensure display area and Showroom environment meets operational standards and delivers a great customer experience
- Work with colleagues across the store to help and support them including sharing knowledge in your area of expertise to help drive sales
- Adhere to the policies, processes, and regulations relevant to your role and store ensuring these are implemented consistently
- Take personal responsibility for operating in a safe and legally compliant way
- You may be required to undertake other duties from time to time as we may reasonably require

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a great range of benefits;
- UK Notional hourly rate £13.28 per hour
- An award-winning pension scheme
- ShareSave options
- 6.6 weeks holiday
- Employee Assistant Programme
- Shopping discounts
- Colleague wellbeing benefits

Depending on experience, there is also the opportunity to enrol onto the Customer Service Specialist Level 3 programme.

Where you’ll work

5 Neatmarket

Norwich

NR4 6EG

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

LIFETIME TRAINING GROUP LIMITED

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Demonstrate patience and calmness.

Show you understand the customer’s point of view.

Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

Maintain informative communication during service recovery.

Your training plan

As a Customer Advisor, you will be working towards the Level 2 Customer Service Practitioner apprenticeship standard, alongside your daily roles and responsiblities. This will include Functional Skills in English and maths if required.

Requirements

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
Organisation skills
Customer care skills
Team working

About this company

As the UK’s leading home improvement and garden living retailer, every year we help more than 20 million people to improve their homes and make life better. Our products and services are available at over 300 B&Q stores in the UK and Ireland and at diy.com and diy.ie. Our apprenticeship opportunities are a great way to learn whilst gaining real experience.

https://www.bandqcareers.com/ (opens in new tab)

After this apprenticeship

Ongoing training and development.

The expected duration of this apprenticeship is 15 months, however you may join the B&Q family on a permanent contract if you are the right candidate for the job.

Ask a question

The contact for this apprenticeship is:

LIFETIME TRAINING GROUP LIMITED

The reference code for this apprenticeship is VAC1000283522.

Apply now

Closes in 26 days (Monday 18 November)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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