B&Q Tradepoint Guide

APTPRRAEDNETPICOEISNHTIPS YOUR JOURNEY STARTS HERE... Check out our Mylo Page or Yammer for more info or apply online at www.bandqapprenticeships.co.uk 1

CONTENTS 3 Why do an apprenticeship? 4 Expectations 6 Top tips for managers 7 What apprenticeships are available? 8 Your learner journey 10 Apprenticeship information 16 Your apprenticeship journey 18 What our colleagues think 2

WHY DO AN APPRENTICESHIP? You can gain an industry recognised qualification whilst doing your day job. In-role development C omplete a mix of on-the-job and online learning Improve your skills and knowledge L earn at your own pace T ake on new challenges B e supported by dedicated learning coaches – experts in their fields L earn while you earn Q ualify for student discount O pportunity to obtain functional skills (level 1 or 2) for English and maths O pen to all ages Good to know… Self-study is an important part of the apprenticeship. It’s recommended you complete anything up to three hours of self-study per week depending on the course you take. Self-study activities range from written work to e-learning activities. These will need to be planned in your diary. Taking on an apprenticeship involves a big commitment from you as the apprentice, so make sure that it’s something you really want to do! How to apply… You can now apply to do an apprenticeship 24/7 365 days of the year at bandqapprenticeships.co.uk Please ensure you have spoken with your Manager before applying. 3

EXPECTATIONS Are you eligible? To be eligible for an apprenticeship, the following applies: B e aged 16+ Not be in any other form of education or external training W ork a minimum of 16 hours per week (which will extend the length of the apprenticeship) H ave been a UK/EU resident for 3 years or more N ot have a qualification at the same level or above in a similar area M ust not be receiving any disciplinary action M ust have a good record of attendance and not be receiving any disciplinary action How will it work? T ypically takes 12-18 months to complete R emote and face-to-face sessions with a Lifetime Learning Coach E nglish and Maths tuition (if required) S essions will take about 2 hours and this is where your training will be set with independent learning in between S essions and independent learning will include practical observations, on-line activities, project work and mock assessments 2 4-hour on-line access to resources and individual learning platform Aptem A t the end of your learning you will sit your final assessment with an independent assessor Y our manager will support you through your journey including your End-point Assessments (EPA) Y ou can gain a pass or a distinction on completion and will be invited to the B&Q graduation event 4

Top tips 1. M anage your time well, life as an apprentice is slightly different to your normal day. You need to ensure you plan in enough time to study and have regular reviews with your line manager. 2. Be committed to the learning. Learning is key to growth and progress whilst also improving your knowledge, skills and behaviour. 3. Don’t be afraid to ask for help. There’s a massive network of support available from B&Q, L&D, Lifetime and other apprentices past and present that are only too happy to help. There is also lots of resources available on Mylo and Yammer. 5

TOP TIPS FOR MANAGERS What’s involved? Independent learning will be set by the Learning Coach to complete An apprenticeship is a workplace in-between visits development programme supported by our partner Lifetime Training L ine managers provide opportunities to develop skills and behaviours in 1-2-1 training sessions will take place every the workplace 4-6 weeks between the apprentice and their Learning Coach How can I support my team to be successful in their apprenticeship? We know you want to get the best from your apprentice, and we do too. The following information has been supplied to help you support them. Take the time to understand what’s U nit Managers and Line Managers in involved and what your role is England will need to provide support and input throughout the apprenticeship, K eep in touch with your Learning Coach especially during the EPA to get updates on how your apprentice is progressing You will need to allow your apprentice time during their working hours for: R egular catch ups with your apprentice and the support you provide is vital to S cheduled 1-2-1’s with their Learning Coach their success (approx. 2 hours every 4-6 weeks) – your apprentice should schedule these at an Make sure you give your apprentice appropriate time within their working week opportunities to develop their relevant Independent study and workplace development skills, knowledge and behaviours This should all be booked in on the rota Stretch and challenge them wherever possible in advance. You must ensure your apprentice attends all scheduled sessions unless there are extenuating circumstances where a minimum of 48 hours notice must be given Top tips! opportunities and how they can be included as part of their development. Nominate an apprenticeship champion who has completed or is on an apprenticeship. They can Reach out for support if you, or your apprentice be used to provide extra support and advice. are unsure of anything related to the apprenticeship – your dedicated Learning Coach, Agree a preferred method of communication with Melony Southall Lifetime/B&Q Programme the Learning Coach. It’s important they can reach Facilitator, Yammer and the B&Q L&D team are you easily and provide progress updates in the always here to support you. way that works best for you (e.g email, phone call). Make sure you have regular conversations with your team to discuss the apprenticeship 6

WHAT APPRENTICESHIPS ARE AVAILABLE? Level 4 available Level 4 Drive sales and great for Tradepoint Retail Manager customer experience. Manager With strong communication Level 3 Retail and leadership skills. Level 3 Team Leader available for Team Leaders & Trading Managers Tradepoint Team give great service to all customers. and Tradepoint They support their Manager to Managers develop their teams and drive sales. Level 2 Level 2 Gives great service and available for Trade Supplier product knowledge to Tradepoint CA’s all our Trade customers 7

YOUR JOURNEY STARTS HERE Level Level 23 3 Every customer Team Leaders experience starts here. coordinate wor identify and deliv Customer advisors opportunities to d provide exceptional sales, provide tea service and product training, and ens their departmen knowledge. works to the be of its ability. Customer Advisor Team Leader TradePoint Advisor Showroom Advisor Retail Team Leader Level 3 Retailer Level 2 Trade Supplier Level 2* Customer Service Practitioner Level 2 Customer Service Specialist Level 3** *Available only to Tradepoint colleagues **Available only for showroom colleagues 8

Level Level 34 45 s Trading Managers A Deputy/Unit Manager manages rk, are responsible for teams, achieving operational ver delivering sales targets or departmental goals and drive and a positive customer objectives. Responsibilities am experience. Leading may include creating and sure and developing a team delivering operational plans, nt requires excellent managing projects, leading est communication skills. and managing teams, Maximising income and minimising waste. Trading managing change, financial and Managers must develop resource management, talent their business acumen management, coaching and people management and mentoring. skills as these are essential to their role. Trading Deputy Manager Manager Unit Manager Retail Team Leader Level 3 Retail Manager Level 4 Retail Manager Level 4 Coaching Professional Level 5 *** Operational Manager Level 5 *** ***Separate nomination process – please check with L&D for more details 9

TRADE SUPPLIER LEVEL 2 STANDARD The trade supplier will usually operate a small warehouse and a trade counter which encourages regular professional trade customers who have technical knowledge about the products or services they are looking to purchase. When working on the trade counter, customer sales will be the focus. Training benefits On completion of this 12-15 month standard, apprentices will demonstrate a range of excellent trade supplier knowledge, skills and behaviours. These are developed over the course of the programme via scheduled learning interventions with employer mentors and Lifetime Team Members. Learning activities and coaching sessions are aligned to support the learner to learn, practice and prepare for End-point Assessment. What’s covered? Trade Counter and Telesales Services: Apprentices learn to identify opportunities P ersonal Development: Apprentices will to ‘upsell’ products and services using demonstrate an understanding of their suitable questioning techniques. They will personal impact on the success of their demonstrate how they establish the facts team by exploring a variety of behaviours allowing for a customer focused experience and actions. They will gain an understanding of business requirements for personal Principles of Warehousing and presentation and the use of PPE within their Stock Control: Apprentices will gain role, to maintain the required standards an awareness of the organisation’s procedures for the correct use of PPE T he Organisation: Apprentices will promote requirements and the safe movement, their organisation’s core values and storage and stock control of products. Risk understand how these link to its success, assessments will be completed to ensure with a key focus on the mission, objective safety is maintained and culture. They will demonstrate their ability to communicate the customer service Legislative Responsibilities: Apprentices offer and understand the impact of an learn how to adhere to security procedures organisation’s brand and reputation and health and safety within a trade supplier environment. They will gain an S pecialist Trade Customer Profile: understanding of the impact legislation Apprentices will have the opportunity to has on the customer service provision promote the product and service offer to meet the identified needs of their internal and external customers. This will require them to demonstrate their adaptability in the service approach to ensure trust is built and repeat custom maintained 10

What’s covered? Environmental Impact: Apprentices will explore the environmental impact P ersonal Responsibilities and made within the sector, and the ability to Performance: Apprentices will carry out minimise their own impact and manage tasks with consideration for others and waste during their daily activities seek support and help when required. They will be able to demonstrate how they Career Development: Apprentices gain take a systematic approach to problem an understanding of the next steps they solving within the limits of their authority can take to progress their personal and professional development, for example: A ppropriate Technologies: Apprentices will what do I want to achieve and where learn the use of IT systems, equipment and am I now? technology in an effective manner. They will understand the benefits of using technology for internal and external interactions and the limitations that can be experienced Assessment Practice Regular evaluation sessions with managers and Lifetime Team Members will include performance observations, Q&A sessions and a series of professional discussions. To prepare for a final assessment apprentices will be asked to complete a number of activities in-between visits. End-point Assessment Apprentices access End-point Assessment following a gateway discussion with their employer and Lifetime Team Member where entry requirements are discussed, checked and recorded including functional skills at the required level. The Trade Supplier Level 2 End Point Assessment will include the following types of assessment: M ultiple choice knowledge test Professional discussion with a portfolio P ractical observation of evidence What will an apprentice gain at the end of the standard? L earners living in England: A nationally Learners living in the devolved nations: recognised apprenticeship certificate A B&Q record of achievement to celebrate – Trade Supplier Level 2 successful completion. There is no external accreditation available 11

RETAILER LEVEL 3 STANDARD Retail Team Leaders give great service to all of our customers. They support their Managers to develop their teams and drive sales. What’s covered? Marketing: Apprentices will learn about local and online competitors. They will understand C ustomer: Apprentices will get to grips more about B&Q’s employer brand and how with the different types of customer. its products/services meet customer trends They understand how to drive a team to give great service to secure sales Stock Control & Merchandising: Apprentices will learn stock management, C ommunication Skills: Learning all about as well as seasonal opportunities and communicating with their teams. They legal requirements will understand how good communication supports B&Q’s culture and helps deliver Working with Technology: Technology is great service to customers a great tool. They will understand how to use technology and how it can support the B usiness: This is all about B&Q’s vision, sale of products and services objectives and brand standards and how they can support these Legislation and Governance: Apprentices will learn about legislative responsibilities D eveloping Self and Others: Apprentices relating to B&Q, their team and the will understand how to take responsibility products and services being sold for developing themselves and individuals in their team Equality & Diversity: As a team leader, the apprentices will learn about leading L eading a Team: This module is about people from a wide range of backgrounds target setting, motivation, coaching and and cultures and recognise how local on-the-job training. They will understand demographics can impact on a how to support their team and help product range resolve conflict Finance: This is all about the importance T he Sales Process: Apprentices will get to of meeting sales targets and how to drive grips with sales techniques and how they sales through their teams can apply these End-point Assessment Professional Discussion The methods of assessment are: On Screen Test Business Project and Presentation 12

What will an apprentice gain at the end of the standard? L earners living in England: A nationally Learners living in Northern Ireland, recognised apprenticeship certificate – ROI & Channel Islands: A B&Q record Retail Team Leader Level 3 of achievement to celebrate successful completion. There is no external L earners living in Wales: An equivalent accreditation available Welsh qualification mapped to the standard listed above L earners living in Scotland: An equivalent Scottish qualification mapped to the standard listed above 13

RETAILER MANAGER LEVEL 4 STANDARD Retail Managers drive sales and great customer experience. They develop their teams through strong communication and leadership skills. What’s covered? Leading a Team: This module is about target setting, motivation, coaching and C ustomer: Apprentices will learn to on-the-job training. They will understand manage the customer experience. They how to support their team and help understand how to drive a team to give resolve conflict. They will learn how to great service to secure sales conduct performance management and recruitment activities C ommunication Skills: Learning all about leading clear communication with their The Sales Process: Apprentices will learn teams. They will understand how good about how to manage a team to achieve communication supports B&Q’s culture and sales targets helps deliver great service to customers Marketing: Apprentices will learn how B usiness: This is all about leading a team to communicate B&Q’s employer brand to deliver B&Q’s vision, objectives and and how its products/services meet brand standards. Apprentices will learn customer trends about: planning, analysis and evaluation to improve business performance D eveloping Self and Others: Apprentices will understand the importance of driving personal and team development. They will be able to identify the most relevant training and development for themselves and others End-point Assessment Professional Discussion The methods of assessment are: Written Exam Business Project and Presentation 14

What will an apprentice gain at the end of the standard? L earners living in England: A nationally Learners living in Scotland: An equivalent recognised apprenticeship certificate – Scottish vocational qualification mapped to Retail Manager Level 4 the standard listed above. Please note this will be accredited as a Level 3 qualification L earners living in Wales: An equivalent Welsh vocational qualification mapped Learners living in Northern Ireland, to the standard listed above. Please ROI & Channel Islands: A B&Q record note this will be accredited as a of achievement to celebrate successful Level 3 qualification completion. There is no external accreditation available 15

YOUR APPRENTICESHIP JOURNEY 03 01 02 Registration Learning Skills and Induction Coach Visits Endorsements The first step is an Induction After this there is a visit These are a vital Appointment. This lasts from the Learning Coach. communication tool to be about 2 hrs and includes: This 2hr meeting includes: used between the manager and apprentice. They help to K nowledge, skills C heck of Independent identify strengths and areas and behaviours check Learning completed for improvement. to ensure compatibility of qualification and D elivery of Facilitated A skills endorsement is develop opportunities Learning, could include completed alongside an observation or every module to check D etails logged on Efoilo practice assessment understanding. Once the for compliance module and any tasks are D iscuss off-the-job successfully completed, it Introduction to Mylife activities and self-reflection is marked “Good to Go”. If exercises completed more work is needed, then F unctional skills support feedback is given to aid S et a plan for the next visit, development and help get Set a plan for the learning and activities to the work to the level needed. next visit be completed in between 16

04 06 05 Gateway End-point Graduation Assessment At the end of your learning Once you’ve passed your you’ll have a discussion At the end of the Apprenticeship, you’ll to agree if you’re ready to programme there will be be invited to attend a take your End-point a final assessment involving graduation ceremony Assessment. This stage is 3 different methods (these to celebrate your referred to as Gateway. can vary within each achievement. This is also qualification). These will be an opportunity to recognise very similar to the practice those apprentices who have and mock assessments gone above and beyond. already completed and will use the knowledge, skills and behaviours that have developed in the past 12 months. 17

WHAT OUR COLLEAGUES THINK BECKY TRADE SUPPLIER LEVEL 2 What do you enjoy most about your apprenticeship ? My key learning from my trade apprenticeship so far would be finding out more around customer service, internal and external customers and understanding the impact of technology in my day to day job. I have also learnt a lot around product knowledge and services Tradepoint has to offer and how important legislations are to B&Q.  The Apprenticeship is helping my confidence to grow around my job role, having the additional knowledge and training to be able to perform my job role to the best I can and delivery great customer experience. 18

NOTES 19

20