CX Apprentice - Data in Northwich

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.

Role Purpose

To support the Customer Service department in turning core operational data into clear, actionable insight — covering everything from divisional headcount and budgets through to CS performance metrics, carrier claims and returns — helping the business understand performance and identify where the customer experience can be improved.

Key Responsibilities

• Support core CS operational performance reporting across the department, including divisional headcount, budgets and key performance metrics such as CSAT and APH.
• Collect, clean and validate data from multiple internal and external sources across CX/CS operations, including carrier claims, returns (e.g. ZigZag), post-dispatch communications and customer contact systems.
• Build and maintain dashboards and reports (e.g. Power BI) tracking department-wide CS metrics, from workforce and budget data to claims and returns performance.
• Write and run SQL queries to extract and manipulate data from relational databases in support of departmental reporting.
• Identify trends and patterns across headcount, budget, claims, returns and delivery data, flagging root causes and opportunities for improvement.
• Support CS leadership and wider teams with ad hoc analysis to inform decision-making, resourcing and client reporting.
• Maintain data quality standards across CS operational data sets, escalating and helping resolve data quality issues as they arise.

What We Need From You

• A genuine interest in data and how it drives business and operational decisions.
• Strong analytical thinking and attention to detail.
• Willingness to learn SQL, Power BI and other data tools.
• Comfortable working with numbers and translating data into insight for non-technical audiences.
• 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 Data Analyst (Level 4) 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.