{"id":3748156,"url":"https://alion.io/job/thg-ingenuity-cx-apprentice-service-optimisation-specialist","title":"CX Apprentice - Service Optimisation Specialist","company":{"id":2215442,"name":"THG Ingenuity","domain":"thgingenuity.com","url":"https://alion.io/company/thgingenuity","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":81,"open_postings":12,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":37,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Early Careers","role_family":"Early Careers","seniority":"intern","employment_type":"internship","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Northwich, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-11-04T12:46:35Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T10:26:58Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About THG Ingenuity \nTHG 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: \nTHG 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. \nTHG 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. \nTHG 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 \nWith 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. \nWhat’s the role? \nJob Title: CX Apprentice - Service Optimisation Specialist\nReports to: Head of Service Optimisation \nApprenticeship: Customer Service Specialist - Level 3\nDuration: 12-18 months, subject to learner progress + End Point Assessment \nPerfect opportunity for a recent school/college leaver. \nApplicants should have a personal interest in technology, applications and data. \nRole Purpose\nTo 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.\nKey Responsibilities\nSupport resolution of stuck or at-risk orders, including orders held in reserve pending, stuck order/stock tickets, and split shipment issues.\nHelp manage warehouse next-day/same-day delivery (NDD/SDD) failures and review outstanding warehouse shipments.\nProcess manual order uploads and support management of outstanding client orders.\nCarry out bulk customer actions, including bulk communications and bulk account credits.\nSupport client delivery configuration changes, including pricing rules, delivery rules, checkout text, and destination/site locale settings.\nAssist with new account setup in Delivery Manager and help maintain late communication logic and triggers.\nReview current processes and workflows, helping identify and implement amendments that improve the customer journey.\nComplete all daily tasks within agreed timescales to help ensure a consistently excellent standard of service.\nWhat We Need From You\nA proactive, detail-focused approach, dedicated to resolving and preventing problems\nStrong analytical skills and the ability to spot trends and patterns\nExcellent verbal and written communication skills\nGood Excel skills and confidence learning bespoke internal IT applications\nGCSEs (or equivalent) at Grade 4 or above in English and Maths, or working towards Functional Skills Level 2\nProactively manage your own learning, working closely with your training provider to meet course deadlines and complete tasks on time\nWhat You'll Get In Return\nA fully funded Customer Service Specialist (Level 3) apprenticeship qualification\nA competitive apprentice salary\n20% of your working week protected for off-the-job (OTJ) training, on top of your day-to-day role\nLearning directly from industry experts and professionals throughout your apprenticeship\nFree lunches on site\nGP access & Employee Assistance Programme (EAP)\nAdditional wellbeing support, including on-site physio and dentist\nStaff discounts on global brands across beauty and wellness\nThe opportunity to build a long-term career with us beyond your apprenticeship\nTHG 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.\nTHG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.\nBecause 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 Talentteam to discuss further.","description_format":"text","description_chars":5109,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","E-commerce Platforms","Warehousing","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-11-04T14:15:10Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":1,"expected_fill_days":37,"reasons":["conf:4","stale_co","win:early","comp:junior"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/thg-ingenuity-cx-apprentice-service-optimisation-specialist","json_url":"https://alion.io/job/thg-ingenuity-cx-apprentice-service-optimisation-specialist.json","meta":{"generated_at":"2026-11-06T10:59:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19902,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2215442},"rest":"https://alion.io/mcp/rest/get_company?id=2215442"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthg-ingenuity-cx-apprentice-service-optimisation-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthg-ingenuity-cx-apprentice-service-optimisation-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthg-ingenuity-cx-apprentice-service-optimisation-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thg-ingenuity-cx-apprentice-service-optimisation-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthg-ingenuity-cx-apprentice-service-optimisation-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3748156}},{"tool":"search_jobs","arguments":{"company":"thgingenuity.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3748156},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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