B&Q Trade Point Customer Advisor Apprentice

Summary

The heart of the Tradepoint counter, you'll deal with all kinds of trade members every day. You'll take ownership of your TradePoint members & get to know them & their business through great conversations, meaning you're in the best position to recommend the right products and services for them.

Annual wage: £10,211 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: 16 hours per week, on a shift pattern basis, Monday-Sunday 7:00am-10:00pm, exact shifts to be confirmed.
16 hours a week
Possible start date: Monday 16 December
Duration: 2 years 2 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:

Understanding our traders;

Identify the key difference between trade and retail customers and engage with them accordingly
Take ownership of my TradePoint members, understand their needs, and always do the best for them
Through conversation and ownership, I understand their business needs
Take ownership of delivering the four priorities daily (Service, Member, Tools, Set up)

Marketing consent

Clearly understand the benefits for my TradePoint members to give marketing consent
Confidence in explaining the benefits and gaining consent from my members

Recruitment

Understand the recruitment for new members to join TradePoint and implement these during recruitment
Confidence in approaching and discussing the TradePoint proposition with any new potential member

Set Up

Create a clear, tidy and simple shopping journey for my members
Consistently operate to the current trading and POS plan

Service

Serve my TradePoint members in a friendly manner ensuring they leave with what they need for the day
Engage in conversation whenever possible to drive stronger relationship and understand my member's needs
Understand future and current jobs, to ensure I can recommend the best products and services to assist them

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 £12.21 per hour
An award-winning pension scheme
ShareSave options
6.6 weeks holiday
Employee Assistant Programme
Shopping discounts
Colleague wellbeing benefits

As a Customer Advisor, you will be working towards the Level 2 Customer Service Practitioner Level 2, alongside your daily roles and responsibilities.

Where you’ll work

Units A&B Leyton Mills

E10 5NH

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

Customer Service Practitioner Apprenticeship L2 including Functional Skills in Maths and English.

Requirements

Desirable qualifications

Other in:

None required (grade None required)

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

Team Working
Organisation Skills

Other requirements

The key dates provided should be used as a guide only, should the position be filled, the vacancy will be taken down.

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.

After this apprenticeship

Ongoing training and development. The expected duration of this apprenticeship is 15 months, however you will join the B&Q family on a permanent contract.

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