About THG Ingenuity

THG Ingenuity is a proprietary Software-as-a-Service (SaaS) technology, robotics, and operations platform built for global ecommerce. Developed through more than two decades of operating ecommerce and retail services at scale, its software and automation capabilities have been engineered, tested, and refined through the real-world demands of managing complex commerce operations. Today, THG Ingenuity provides an integrating operating environment that enables brands to intelligently optimise the entire commerce lifecycle from browsing and checkout to AI inventory management and forecasting, automated fulfilment, carrier control, and customer experience. The platform comprises:

THG Fulfil: The fulfilment operating system for global ecommerce. Delivered via a proprietary SaaS and Robotics-as-a-Service (RaaS) model, THG Fulfil orchestrates every stage of checkout, fulfilment, delivery, and customer experience through an integrated system.

THG Studios: The UK's most innovative creative hub, helping brands create content that connects, experiences that engage, and IP that scales, all from its end-to-end, in-house facilities.

THG Commerce: A cloud-native technology stack enabling retailers and brands to create intelligent, AI-powered, digital shopping experiences, while integrated marketplace and social commerce functionality allows brands to reach customers across every sales channel

With its expertise in building and scaling brands, THG Ingenuity is uniquely positioned to bring pertinent, pragmatic, and global know-how across all aspects of commerce.

What’s the role? 

Job Title: CX Apprentice - Service Optimisation Specialist

Reports to: Head of Service Optimisation

Apprenticeship: Customer Service Specialist - Level 3

Duration: 12-18 months, subject to learner progress + End Point Assessment

Perfect opportunity for a recent school/college leaver.

Applicants should have a personal interest in technology, applications and data.

Role Purpose

To support the Service Optimisation function within Customer Experience, helping resolve and prevent order issues, manage customer and client requests, and continually improve service processes and the customer journey.

Key Responsibilities

Support resolution of stuck or at-risk orders, including orders held in reserve pending, stuck order/stock tickets, and split shipment issues.
Help manage warehouse next-day/same-day delivery (NDD/SDD) failures and review outstanding warehouse shipments.
Process manual order uploads and support management of outstanding client orders.
Carry out bulk customer actions, including bulk communications and bulk account credits.
Support client delivery configuration changes, including pricing rules, delivery rules, checkout text, and destination/site locale settings.
Assist with new account setup in Delivery Manager and help maintain late communication logic and triggers.
Review current processes and workflows, helping identify and implement amendments that improve the customer journey.
Complete all daily tasks within agreed timescales to help ensure a consistently excellent standard of service.

What We Need From You

A proactive, detail-focused approach, dedicated to resolving and preventing problems
Strong analytical skills and the ability to spot trends and patterns
Excellent verbal and written communication skills
Good Excel skills and confidence learning bespoke internal IT applications
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
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

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.

THG Ingenuity

CX Apprentice - Service Optimisation Specialist

About the Job

Requirements

Responsibilities

Role Purpose

To support the Service Optimisation function within Customer Experience, helping resolve and prevent order issues, manage customer and client requests, and continually improve service processes and the customer journey.

Key Responsibilities

What We Need From You

What You'll Get In Return

About the Company

THG Ingenuity

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