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For Companies At a Glance
- Tasks: Assist customers with queries via phone, email, live chat, and social media.
- Company: Join THG Ingenuity, a leader in retail and e-commerce support.
- Benefits: Free meals, gym access, discounts, and comprehensive health support.
- Why this job: Gain hands-on experience while earning a Customer Service Specialist qualification.
- Qualifications: No prior experience needed; just a passion for helping others!
- Other info: Dynamic role with mentorship and opportunities for growth.
Overview
THG Ingenuity are looking for a new Customer Service Apprentice! You will be studying toward your Customer Service Specialist Level 3 apprenticeship qualification. As an Ingenuity Customer Service Apprentice, you\’ll be the first point of contact for our valued customers, assisting with a wide range of enquiries—from product advice to resolving order issues. You\’ll engage with customers across various communication channels, including live chat, phone, email and social media, ensuring that every interaction reflects our commitment to outstanding service. In addition, you\’ll receive specialised brand training tailored to your team, giving you in-depth product knowledge and the opportunity to experience products first hand. We’re looking for someone who is ready to dig in and tackle challenges head-on, and ultimately, get it done by seeing every task through to completion.
Key Responsibilities
- Working across multiple channels including emails, phones, live chat and social media
- Work towards achievable department targets while maintaining high level quality at each point of contact
- Engaging with customers daily in a polite, professional manner
- Assisting customer with all queries regarding product advice and general customer service queries
- Collaborate with team members and different departments to enhance overall customer service
- Utilise ongoing training to deepen product knowledge and deliver top-notch service
Other Perks
- Free Breakfast and Lunch onsite every day for all apprentices
- Free onsite parking
- Save up to 12% on the cost of personal tech through our salary sacrifice scheme
- Up to 50% staff discount on THG brands
- Access face-to-face and virtual appointments with our in-house GP
- Access our in-house CBT therapist
- Access our 24/7 Employee Assistance Programme (EAP) provided by Bupa
- State-of-the-art on-site gym at our Manchester Offices
- Access to our on-site physio
- On-site Dentist to make appointments for routine check ups, emergency appointments and more
Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice. Resolve complex issues by applying a wide range of approaches. Find solutions that meet your organisation\\\’s needs as well as the customer requirements. Provide a positive customer experience by asking questions, listening and summarising to negotiate mutually beneficial outcomes. Manage challenging 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 business needs. Identify 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 the relevant format. Proactively gather customer feedback, analyse it, and act on insights. Analyze customer types to anticipate needs and expectations. Maintain a positive relationship even when you are unable to deliver the customer\\\’s expected outcome. When managing referrals or escalations, consider historical interactions to determine next steps. Analyze the end-to-end service experience and support development of solutions. Make recommendations and implement changes in line with new legislation, regulations and industry best practice.
On completion of this 12-month apprenticeship you will have gained your Customer Service Specialist Level 3 Apprenticeship. THG Ingenuity supports hundreds of different brands across the retail and e-commerce industry, meaning no two days are ever the same. Apprentices are mentored by experienced managers, learning everything from basic queries to providing specialised advice and guidance across brands and websites. We provide brand training and product education so our customer service advisors understand how we deliver a world-class experience that encourages retention and loyalty among customers and our brands.
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Customer Service Advisor Apprenticeship employer: THG
Contact Detail:
THG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor Apprenticeship
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into THG Ingenuity's values and products. This will help you connect with the team and show that you're genuinely interested in being part of their customer service journey.
✨Tip Number 2
Practice your communication skills! Since you'll be engaging with customers across various channels, try role-playing different scenarios with friends or family. This will help you feel more confident when tackling real customer queries.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've resolved issues or helped someone out. Be ready to share these stories during your interview to demonstrate your ability to handle challenges head-on.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the team at THG Ingenuity.
We think you need these skills to ace Customer Service Advisor Apprenticeship
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for customer service shine through! We want to see that you're excited about helping customers and tackling challenges head-on. A bit of personality goes a long way!
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that match the Customer Service Advisor role. Highlight any relevant experience you have with different communication channels like live chat, phone, or social media.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and make sure your key points stand out—this helps us see your potential quickly!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at THG
✨Know Your Stuff
Before the interview, make sure you research THG Ingenuity and their customer service approach. Familiarise yourself with their products and services so you can confidently discuss how you would assist customers with enquiries.
✨Practice Makes Perfect
Engage in mock interviews with friends or family. Focus on common customer service scenarios, like handling complaints or providing product advice. This will help you articulate your thoughts clearly and demonstrate your problem-solving skills.
✨Show Your Enthusiasm
During the interview, express your eagerness to learn and grow within the role. Highlight your willingness to tackle challenges head-on and your commitment to delivering outstanding customer service, as this aligns perfectly with what they’re looking for.
✨Ask Smart Questions
Prepare thoughtful questions to ask at the end of the interview. Inquire about the training process, team dynamics, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.