• Providing a positive customer experience:

  • Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Demonstrate a cost-conscious mindset when meeting customer and the business needs
  • Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

• Working with customers/customer insights:

  • Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
  • Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

• Customer Service performance:

  • Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • When managing referrals or escalations take into account historical interactions and challenges to determine next steps

• Service Improvement:

  • Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
  • Make recommendations based on your findings to enable improvement
  • Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training schedule

The apprentice will receive full on-the-job training from the employer, 20% off the job training and a full wrap-around service from SCL.

As a Showroom Advisor, you will be working towards the Level 3 Customer Service Specialist Apprenticeship and additional sales masterclasses alongside your daily roles and responsibilities. Your apprenticeship will be delivered through:

• Virtual workshops with your industry specialist trainer every 4-6 weeks
• A mixture of on and off the job training, including workshops and webinars
• Feedback session to discuss progress
• Obtain Functional Skills in English and Maths (if you do not already hold these at GCSE level (or equivalent)

Desired Qualifications

No qualifications required. Training to be provided:

• Customer Service Specialist Level 3
• Functional Skills Level 2 in maths and English (if required)

Requirements

Desirable qualifications

• GCSE in:
  • Maths (grade 4)
  • English (grade 4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Team working
• Customer care skills
• Attention to detail
• Organisation skills

Other requirements

If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments. You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

About this employer

We believe anyone can improve their home to make life better. Every day, we give our millions of customers the ideas, advice, tools, and confidence they need to create a home they’ll love. Join us as a Showroom Advisor and you’ll help some of their boldest kitchen and bathroom ideas take shape.

Sales matter in this role, but your real focus will be the customer. You’ll ask questions and explore possibilities to recommend the right finance, products, and installation options. You’ll use software to produce inspirational designs that will bring customer projects to life. Coordinating multiple projects & supporting customers virtually and face to face, you’ll take our customers on a journey from inspirational ideas through to delivery, helping to make their dreams a reality. You’re great at using technology but more importantly you’ll have brilliant communication and relationship building skills as you’ll work closely with colleagues & installers to ensure we deliver the best service on every project. You’re motivated by targets, and are confident in converting your designs into sales. You work well as part of a team and you’re a good problem-solver too, with a keen eye for design. And you’re flexible enough to work on a rota that includes weekends, evenings, and bank holidays.

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. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business. 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 range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more! We also provide generous breaks to make sure you’re refreshed and able to perform at your best.

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay.

The expected duration of this apprenticeship is 13 months, however you will be offered a B&Q permanent contract.

The apprentice will be able to progress onto the next level.

Ask a question

The contact for this apprenticeship is:

SCL EDUCATION & TRAINING LIMITED

• Jo Gray
• Email: jo.gray@wearescl.co.uk
• Phone: 075