Apprentice - Customer Advisor

**About the role**

**Customer Advisor - Apprenticeship**

**Full time / Part time - minimum 24 hours per week**

**15 Month Fixed Term Contract**

**Shifts available Monday - Sunday, 7.00am - 10.00pm**

**£10.60 per hour**

**B&Q Sunderland**

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 Customer Advisor and learn how to deliver a great customer experience and sell the right products to grow sales through our apprenticeship program.

**Key responsibilities**

**Key Training responsibilities as a Customer Advisor Apprentice**:

- Work closely with your Lifetime regional trainer making sure you have regular 1-2-1’s on how you are progressing with your apprenticeship.
- Learn how to actively approach customers and how to engage with them naturally, putting this into practice and demonstrating how to have great conversations and helping them find everything they need to complete their project.
- Shadow your colleagues to learn and understand how to give the best customer service.
- To experience how the store works, you will spend time in all departments shadowing your colleagues and demonstrate what you have learnt with your Lifetime Regional Trainer.
- Experience and learn different departments, an example of your 12 months would look like:

- Months 1-3 Front End
- Months 3-5 Outdoor
- Months 5-7 Décor
- Months 7-9 Building
- Months 9-10 TradePoint
- Months 10-12 Showrooms.
- Learn how to work with colleagues in the department you are training in. Understand how to support them, sharing their knowledge and expertise to help you give great service, and learn about the store.
- Learn about the different types of customer communications, the types of customer challenges and how to either deal with them or the escalation process.
- Learn and understand the importance of customer feedback, how to share it with your Unit Manager/Trading Manager, and how this can improve service and processes within your store and the business.
- Learn and understand how to utilise all available tools and systems to help maximise sales, ensuring your customer has everything they need to complete their project.
- Learn and understand MyLife to support you with your apprenticeship, taking responsibility to complete modules and updating your skills endorsements with your line manager.
- Learn how product/project availability is maximised within the department you are training in and how this helps your customer.
- Learn about the processes relevant to the department you are working in and how they help your store, the business and your customers.
- Learn how to take personal responsibility for being legally compliant.

**Required skills & experience**
- Good communication skills
- Team working
- Communicating and helping customers
- Desire to learn and put new skills in to practice

**What you’ll need to succeed**:

- A passion for learning
- Be hardworking and looking for variety and a fast-paced working
- environment, with an opportunity to learn in all areas of the shop floor
- Want to develop new skills and put in to practice what you are learning
- Build a positive and effective relationship with your regional trainer
- Be committed to attending 1-2-1 six weekly sessions with your regional
- trainer
- Be committed to completing the apprenticeship and achieving your
- qualification
- Committed to your apprenticeship

**Once you have completed your apprenticeship you will be required to**:

- Take part in a discussion around your apprenticeship, your experiences and what you have learnt
- Complete a multiple-choice test and an observation
- Complete and pass an End Point Assessment

**What's in it for me?**

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.

LI-Onsite