CX Apprentice - Operations

THG Ingenuity; Northwich; On-site; GBP 15,000 - 18,000; Full time

Benefits offered by this job

Fully funded apprenticeship

OTJ training (20%)

Free lunches on site

GP access

EAP

On-site physio & dentist

Staff discounts

Job summary

THG Ingenuity is seeking a CX Apprentice - Operations in Northwich to support day-to-day Customer Experience activities and act as an escalation point for complex queries. You will work under the Senior CX Operations Manager on a 12-18 month program designed to develop practical experience across CX operations.

The role includes learning through real projects, contributing to service improvements, and on-site training with benefits such as free lunches and wellbeing support.

Qualifications

• Strong communication and problem-solving abilities are essential.
• Resilience and a calm approach to handling complex queries.
• Proactive learner, good time management to meet deadlines.

Responsibilities

• Act as an escalation point for complex customer queries.
• Support monitoring of CX performance metrics and flag issues.
• Investigate root causes of recurring issues and feed insights to the team.
• Coordinate with Logistics, Compliance, BI to resolve escalations.
• Maintain and update knowledge base and process docs.
• Support quality monitoring and coaching conversations.

Skills

Strong communication

Problem-solving

Resilience

Learning mindset

Education

GCSEs (English & Maths) 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 - Operations

Reports to: Senior CX Operations Manager

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
• 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 wellnessThe 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.