B&Q Customer Advisor Apprenticeship

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: £23,333 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: 36.75 hours per week, on a shift pattern basis, Monday-Sunday 7:00am-10:00pm, exact shifts to be confirmed.
36 hours 45 minutes a week
Possible start date: Thursday 23 January
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 responsiblities.

Where you’ll work

Castlefields Retail Park

NN8 2DP

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.

Training schedule has yet to be agreed. 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. Details will be made available at a later date.

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

Ask a question

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