What’s the role?  

Job Title: CX Apprentice - Operations 

Reports to: Senior CX Operations Manager 

Apprenticeship: Customer Service Specialist Level 3 

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

Role Purpose

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.

What We Need From You

• Strong communication and problem-solving skills
• Resilience and a calm approach to handling complex or escalated queries
• A genuine interest in customer service and continuous improvement
• 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 Customer Service Specialist (Level 3) 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