What’s the role?  

Job Title: CX Apprentice - Data 

Reports to: CX Analytics and Performance Director 

Apprenticeship: Data Analyst Level 4 

Duration: 12-18 months, subject to learner progress + End Point Assessment  

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