B&Q TradePoint Customer Advisor Apprentice

Summary

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.

Wage

£26,754 a year

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

Start date

Thursday 12 November 2026

Duration

1 year 3 months

Positions available

2

Work

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

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 £13.10 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 responsiblities.

Where you'll work

Twickenham Road
TW13 6EZ

Training

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)

What you'll learn

• 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.

Training schedule

Customer Service Practitioner Apprenticeship Level 2, including Functional Skills in Maths and English.

Requirements

Desirable qualifications

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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.

Skills

• Team Working
• Organisation Skills