CX Apprentice - Onboarding

THG Ingenuity; Northwich; On-site; GBP 15,000 - 19,000; Full time

Benefits offered by this job

Free lunches on site

GP access

Employee Assistance Programme (EAP)

Wellbeing support, including on-site

Staff discounts on brands

Job summary

THG Ingenuity is seeking a CX Apprentice to join our onboarding team and help coordinate new client go-lives. You will support project plans, channel setup, testing and stakeholder communications to ensure smooth, on-time activations.

This 12-18 month Business Administrator Level 3 apprenticeship offers hands-on experience across CS Operations, Client Services and Tech, with 20% OTJ training time, on-site lunches, and development from industry professionals.

Qualifications

• Friendly, organised approach with strong attention to detail.
• Confidence communicating with clients and internal teams.
• Ability to manage multiple onboarding cases and prioritise effectively.
• GCSEs (or equivalent) in English and Maths at Grade 4 or above, or working towards Functional Skills Level 2.
• Proactively manage your own learning, working with your training provider to meet deadlines.

Responsibilities

• Maintain onboarding project plans and trackers for assigned clients, minute onboarding calls, and regular status summaries.
• Support configuration of customer service channels (email, live chat, phone, social, marketplace) including responses, routing, SLAs and calendars.
• Assist with knowledge base/FAQ setup and configure user accounts, roles and permissions.
• Draft and run UAT test scripts, log and track defects to resolution, and coordinate sign-off with clients.
• Act as a day-to-day contact for onboarding clients, handle escalations and support handover to BAU.
• Coordinate across CS Operations, Client Services, Tech, Fulfilment to keep onboarding on track and raise internal tickets.
• Brief the operations team ahead of go-live on volumes, staffing and edge cases; flag risks early.

Skills

Communication

Organised

Multitasking

Attention to detail

Time management

Education

GCSE English & Maths (Grade 4+)

Job description

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 - Onboarding

Reports to: Customer Success Director

Apprenticeship: Business Administrator Level 3

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

Role Purpose

To support the end-to-end onboarding of new clients into the Customer Experience function, coordinating project plans, channel set-up, testing and stakeholder communication so every client goes live smoothly and on time.

Key Responsibilities

• Maintain onboarding project plans and trackers for assigned clients, minute onboarding calls, and produce regular status summaries for internal and client audiences.
• Support configuration of customer service channels (email, live chat, phone, social and marketplace), including auto-responses, macros, routing rules, SLAs and holiday calendars.
• Assist with knowledge base/FAQ setup and configure user accounts, roles and permissions.
• Draft and run UAT test scripts, log and track defects to resolution, and coordinate sign-off with clients.
• Act as a day-to-day point of contact for onboarding clients, handling first-line escalations and supporting a complete handover to BAU/account management.
• Coordinate across internal teams (CS Operations, Client Services, Tech, Fulfilment) to keep onboarding on track, raising and chasing internal tickets.
• Brief the operations team ahead of go-live on volumes, staffing and edge cases, and flag resourcing or capacity risks early.

What We Need From You

• A friendly, organised approach with strong attention to detail
• Confidence communicating with clients and internal teams
• Ability to manage multiple onboarding cases and prioritise effectively
• 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 Business Administrator (Level 3) apprenticeship qualification
• 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.