THG Ingenuity
CX Apprentice - Onboarding
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About THG Ingenuity
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.
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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
- A competitive apprentice salary
- 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
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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.
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