CX Apprentice - Operations
Core
Support the day-to-day operation of the Customer Experience function as an escalation point for complex customer queries, using data and insight to resolve issues and improve service performance.
Role type
CX Apprentice (Customer Service Specialist Level 3)
Builds
Customer service operations and support for global brands (e.g., Coca-Cola, Nestle) via THG Commerce, THG Studios, THG Fulfilment.
Domain
Digital commerce / Customer Experience
Deliverable
client delivery
Required skills
problem-solving, communication, resilience, data analysis, root cause investigation, knowledge management, project contribution
Preferred skills
interest in continuous improvement, self-directed learning
Responsibilities
Act as an escalation point for complex customer queries; monitor CX performance metrics and flag issues; investigate root causes of recurring issues; coordinate with Logistics, Compliance, and BI; maintain knowledge base and process documentation; support quality monitoring and coaching; contribute to service-improvement projects.
Seniority
Apprentice (entry-level with structured training)
