CX Onboarding Apprentice (Level 3) - Start Your CS Career

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 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.