CX Onboarding Apprentice — Launch & Coordinate Go-Lives

THG Ingenuity Ltd.; Northwich; On-site; GBP 16,000 - 20,000; Full time

Benefits offered by this job

Free lunches on site

GP access

Employee Assistance Programme (EAP)

On-site physio

On-site dentist

Staff discounts

Job summary

THG Ingenuity Ltd. is launching an onboarding-focused CX Apprenticeship, inviting motivated individuals to join a 12–18 month Business Administrator Level 3 program in the UK.

The apprentice will support end-to-end client onboarding, coordinate project plans, configure service channels, and help ensure a smooth go-live for each client. Responsibilities include maintaining plans, supporting channel setup, drafting UAT scripts, and coordinating with CS Operations, Tech and Fulfilment.

Qualifications

• Friendly, organised approach with strong attention to detail.
• Confident communicating with clients and internal teams.
• Ability to manage multiple onboarding cases and prioritise effectively.

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.

Skills

Communication

Organised

Prioritisation

Customer service

Education

GCSEs English & Maths 4+

Functional Skills Level 2 (English & Maths)

Job description

THG Ingenuity Ltd. is launching an onboarding-focused CX Apprenticeship, inviting motivated individuals to join a 12–18 month Business Administrator Level 3 program in the UK.

The apprentice will support end-to-end client onboarding, coordinate project plans, configure service channels, and help ensure a smooth go-live for each client. Responsibilities include maintaining plans, supporting channel setup, drafting UAT scripts, and coordinating with CS Operations, Tech and Fulfilment.