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B&Q TradePoint Customer Advisor Apprentice
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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.
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 -
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
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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 £12.71 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
Twickenham Road
TW13 6EZ
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
LIFETIME TRAINING GROUP LIMITED
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
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.
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Training schedule
Customer Service Practitioner Apprenticeship Level 2 including Functional Skills in maths and English.
Desirable qualifications
None required (grade None required)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
About this employer
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
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
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
recruitment@lifetimetraining.co.uk
01173703414
The reference code for this apprenticeship is VAC2000049859.
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