Customer Service Specialist Apprenticeship - Cheshire

THG (The Hut.com Limited)

Cheshire (CW9 7RA)

Closes on Monday 9 November 2026

Posted on 5 October 2026

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Contents

Summary

THG are looking for a new Customer Service Apprentice. You will be studying toward your Customer Service Specialist apprenticeship L3

Wage

£16,224 a year

Minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
Shifts TBC

39 hours a week

Start date

Monday 16 November 2026

Duration

1 year

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

To support the day-to-day operation of the Customer Experience function as an escalation point for more complex customer queries, using data and insight to resolve issues and help improve service performance across the team.


Key Responsibilities:


Act as an escalation point for complex or ongoing customer queries that front-line agents cannot resolve.

  • Support monitoring of CX performance metrics (contact rate, SLA adherence, quality scores) and flag emerging issues.
  • Investigate the root cause of recurring customer issues and feed insight back to the wider team and leadership.
  • Coordinate with other departments (Logistics, Compliance, BI) to resolve escalations and improve end-to-end service.
  • Maintain and update knowledge base content and process documentation to reflect changes in policy or procedure.
  • Support quality monitoring and coaching conversations, helping raise standards across the team.
  • Contribute to small service-improvement projects aimed at reducing contact rate or improving customer satisfaction.


    Where you'll work

    Meridian House
    Gadbrook Way
    Cheshire
    Cheshire
    CW9 7RA

    • Training

    Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

    Training provider

    BABINGTON BUSINESS COLLEGE LIMITED

    Training course

    Customer service specialist (level 3)

    Understanding apprenticeship levels (opens in new tab)

    What you'll learn

    Course contents
    • Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
    • Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
    • Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
    • Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
    • Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
    • Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
    • Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
    • Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
    • Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
    • Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
    • Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
    • Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
    • Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
    • Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
    • Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
    • Service Improvement: Make recommendations based on your findings to enable improvement
    • Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

    Training schedule

    Founded in 1974, we've been delivering market-leading learning and talent solutions for over forty years. We’re privileged to help individuals unlock their potential and realise the value of their skills and talents. As one of the UK's largest and longest-established apprenticeship and training providers, we're proud to help organisations and individuals unlock their potential, and make skills really work for them. Upon completion of this 12 month Apprenticeship, you will have obtained your Customer Service Specialist L3 Apprenticeship.

    Requirements

    Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

    Skills

    • Administrative Skills
    • Customer Care Skills
    • IT Skills
    • Non judgemental
    • Organisational Skills
    • Patience
    • Problem Solving Skills
    • Teamworking
    • Communication Skills

    Other requirements

    The closing date guidance, if a successful candidate is found before the advertised dates, the advert will close early.

    About this employer

    We're home to some of the biggest names in beauty and sports nutrition - including LOOKFANTASTIC, Cult Beauty, Dermstore, and Myprotein, the world's largest online sports nutrition brand - alongside a portfolio of owned brands.

    After this apprenticeship

    Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

    There is a possibility of being offered a full time role after successful completion of the apprenticeship.

    Ask a question

    The contact for this apprenticeship is:

    BABINGTON BUSINESS COLLEGE LIMITED

    Babington recruitment team

    apprentice.recruitment@pgon.co.uk

    03333234050

    The reference code for this apprenticeship is VAC2000057301.

    Apply now

    Closes on Monday 9 November 2026

    After signing in, you’ll apply for this apprenticeship on the company's website.