B&Q Customer Advisor Apprentice

B & Q PLC

Hanley, ST1 5SF

Closes in 14 days (Friday 15 November)

Posted on 22 October 2024


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.

Annual wage
£12,698.40 a year

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
20 hours per week, on a shift pattern basis, Monday - Sunday 7:00am - 10:00pm, exact shifts to be confirmed.

20 hours a week

Possible start date

Friday 22 November

Duration

1 year 6 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:

  • 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 National 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 Customer Service Practitioner Level 2, alongside your daily roles and responsibilities.

Where you’ll work

Unit 6

Hanley

ST1 5SF

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 Level 2.

    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 15-18-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 VAC1000283513.

    Apply now

    Closes in 14 days (Friday 15 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.