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Customer Service Specialist Apprenticeship - Cheshire
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Customer Service Specialist Apprenticeship - Cheshire
THG (The Hut.com Limited)
Cheshire (CW9 7RA)
Closes on Monday 9 November 2026
Posted on 5 October 2026
Summary
THG is looking for a new Customer Service Apprentice. You will be studying toward your Customer Service Specialist apprenticeship L3.
Wage: £16,224 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: 39 hours a week
Start date: Monday 16 November 2026
Duration: 1 year
Positions available: 1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
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.
Where you'll work
Meridian House
Gadbrook Way
Cheshire
Cheshire CW9 7RA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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Training provider: BABINGTON BUSINESS COLLEGE LIMITED
Training course: Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Business focused service delivery:
- Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision making and providing recommendations or advice.
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches.
- Find solutions that meet your organisation's needs as well as the customer requirements.
Providing a positive customer experience:
- Through advanced questioning, listening and summarising, negotiate mutually beneficial outcomes.
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy.
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps.
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction.
- Demonstrate a cost-conscious mindset when meeting customer and the business needs.
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer.
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format.
Working with customers/customer insights:
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication, and facts and act upon it.
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service.
Customer Service performance:
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome.
- When managing referrals or escalations, take into account historical interactions and challenges to determine next steps.
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Service Improvement:
- Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions.
- Make recommendations based on your findings to enable improvement.
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations, and industry best practice.
Requirements
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Administrative Skills
- Customer Care Skills
- IT Skills
- Non-judgemental
- Organisational Skills
- Patience
- Problem Solving Skills
- Teamworking
- Communication Skills
Other requirements
The closing date guidance, if a successful candidate is found before the advertised dates, the advert will close early.
About this employer
We're home to some of the biggest names in beauty and sports nutrition - including LOOKFANTASTIC, Cult Beauty, Dermstore, and Myprotein, the world's largest online sports nutrition brand - alongside a portfolio of owned brands.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab). There is a possibility of being offered a full-time role after successful completion of the apprenticeship.
Ask a question
The contact for this apprenticeship is:
BABINGTON BUSINESS COLLEGE LIMITED
Babington recruitment team
Email: apprentice.recruitment@pgon.co.uk
Phone: 03333234050
Reference code: VAC2000057301
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