CX Apprentice - Operations

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

What’s the role?

Job Title: CX Apprentice - Operations

Reports to: Senior CX Operations Manager

Apprenticeship: Customer Service Specialist Level 3

Duration: 12-18 months, subject to learner progress + End Point Assessment

Role Purpose

To support the day-to-day operation of the Customer Experience function as an escalation point for more complex customer queries, using data and insight to resolve issues and help improve service performance across the team.

Key Responsibilities

Act as an escalation point for complex or ongoing customer queries that front-line agents cannot resolve.

Support monitoring of CX performance metrics (contact rate, SLA adherence, quality scores) and flag emerging issues.

Investigate the root cause of recurring customer issues and feed insight back to the wider team and leadership.

Coordinate with other departments (Logistics, Compliance, BI) to resolve escalations and improve end-to-end service.

Maintain and update knowledge base content and process documentation to reflect changes in policy or procedure.

Support quality monitoring and coaching conversations, helping raise standards across the team.

Contribute to small service-improvement projects aimed at reducing contact rate or improving customer satisfaction.

What We Need From You

Strong communication and problem-solving skills

Resilience and a calm approach to handling complex or escalated queries

A genuine interest in customer service and continuous improvement

GCSEs (or equivalent) at Grade 4 or above in English and Maths, or working towards Functional Skills Level 2

Proactively manage your own learning, working closely with your training provider to meet course deadlines and complete tasks on time

What You'll Get In Return

A fully funded Customer Service Specialist (Level 3) apprenticeship qualification

A competitive apprentice salary

20% of your working week protected for off-the-job (OTJ) training, on top of your day-to-day role

Learning directly from industry experts and professionals throughout your apprenticeship

Free lunches on site

GP access & Employee Assistance Programme (EAP)

Additional wellbeing support, including on-site physio and dentist

Staff discounts on global brands across beauty and wellness

The opportunity to build a long-term career with us beyond your apprenticeship

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.