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: £10,158.72 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, between Monday-Sunday, 7:00am-10:00pm, exact days and shifts to be confirmed.
16 hours a week
Possible start date: Friday 29 November
Duration: 1 year 11 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 recruitments 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 responsiblities.

Where you’ll work

Leicester Road

Melton Mowbray

LE13 0DB

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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

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
Attention to detail
Organisation 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 will join the B&Q family on a permanent contract.

Ask a question

The contact for this apprenticeship is:

LIFETIME TRAINING GROUP LIMITED

The reference code for this apprenticeship is VAC1000286140.

Apply now

Closes in 16 days (Friday 22 November)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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

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