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B&Q TradePoint Customer Advisor Apprentice
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About the Role
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.
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
- 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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Benefits
- UK Notional hourly rate £13.10 per hour
- An award-winning pension scheme
- ShareSave options
- 6.6 weeks holiday
- Employee Assistant Programme
- Shopping discounts
- Colleague wellbeing benefits
Apprenticeship Details
As a Customer Advisor, you will be working towards the Level 2 Customer Service Practitioner Level 2, alongside your daily roles and responsibilities.
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Key Skills and Responsibilities
- 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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Career Growth
Your earnings can increase over time with an apprenticeship. Ongoing training and development.
Duration
The expected duration of this apprenticeship is 15 months, however you will join the B&Q family on a permanent contract.
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