B&Q Customer Advisor Apprenticeship
B & Q PLC
Hemel Hempstead (HP3 9BX)
Closes in 16 days (Monday 21 April 2025)
Posted on 28 March 2025
Contents
Summary
Join our team, and you’ll become an expert advisor. An inspiration as well as a guide. The person who gets to know every customer and their home improvement projects. Sales will be important, of course, as will things like managing stock, setting up displays, and making sure your store looks great.
- Wage
-
£12,364.56 a year
- Training course
- Customer service practitioner (level 2)
- Hours
-
18 hours per week, on a shift pattern basis, Monday-Sunday 7:00am-10:00pm, exact shifts to be confirmed
18 hours a week
- Start date
-
Monday 28 April 2025
- Duration
-
1 year 11 months
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
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:
- Actively approach your customers, engaging with them naturally
- Understand customer needs and provide appropriate solutions
- Work with colleagues across the store to help and support them
- Turn negative customer situations into positive outcomes
- Encourage customer feedback, share it with managers and use it to improve service
- Utilise all available tools and systems to maximise sales
- Have a full understanding of the processes relevant to your role and store
- Take personal responsibility for operating in a safe and legally compliant way
- Adhere to all policies & procedures relevant to your role
- 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 £12.21 per hour (rising to £12.71 per hour from 1st April) (Plus an £0.50 per hour, store specific location allowance)
- 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 Customer Service Practitioner Level 2, alongside your daily roles and responsiblities.
Where you’ll work
Two Waters Road
Hemel Hempstead
HP3 9BX
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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
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
- Customer care skills
- Team working
Other requirements
The key dates provided should be used as a guide only, if the position is filled, the vacancy will be closed.
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.
Ask a question
The contact for this apprenticeship is:
LIFETIME TRAINING GROUP LIMITED
The reference code for this apprenticeship is VAC1000312571.
Apply now
Closes in 16 days (Monday 21 April 2025)
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After signing in, you’ll apply for this apprenticeship on the company's website.