CX Apprentice - Data

Thgingenuity·Northwichjunior

In short

→Apoyo en reporting operativo de servicio al cliente usando datos
→Trabajo diario con SQL, Power BI y datos de headcount, reclamaciones y devoluciones
→Aprenizaje estructurado con certificación Data Analyst Level 4 en 12-18 meses

GCSEs (or equivalent) at Grade 4 or above in English

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What they ask for

✓Interés genuino en datos y toma de decisiones basada en ellos
✓Aptitud analítica y atención al detalle
✓Disposición para aprender SQL y Power BI
✓Habilidad para trabajar con números y comunicar insights
✓GCSEs o Functional Skills Level 2 en inglés y matemáticas
✓Capacidad de autogestión del aprendizaje

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SQLPower BIrelational databasesCX/CS operationscarrier claimsreturns (e.g. ZigZag)post-dispatch communicationscustomer contact systemsdashboardsreports

Who should you write to at Thgingenuity?

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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. 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 <li

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