Overview
Courier Advisor at THG Ingenuity. Contract: 3 months. Location: THG Gadbrook Park (CW9 7RA) Office based 5 days per week. Start Date: Monday 10th November & Monday 17th November. Shifts: 8am-6pm with a 1-4 weekend rotation. 4 days ago Be among the first 25 applicants.
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.
Role purpose
Our Courier team are second line support for the department, dealing with queries or issues customers have regarding their delivery. As the middle man between customer and courier, advisors liaise with courier providers to provide a quick update or resolution whilst promoting excellence. Full training will be provided to the right applicant.
Key responsibilities
* Work alongside Customer Service to resolve delivery issues via a ticketing system.
* Raise delivery issues with our courier to help customers receive/locate their order.
* Arrange UK and international collections with couriers for returns.
* Handle delivery exceptions from couriers and contact customers with any needed information (e.g., address directions).
* Request stop and returns with couriers for orders refunded/replaced due to tracking updates.
* Process replacement/refunds after courier investigation and inform customers of outcomes.
Qualifications and skills
* 1+ years of experience in customer experience, customer service, or a related field.
* Familiarity with courier-related queries and related tasks.
* Excellent communication and interpersonal skills for interactions with customers, colleagues, and external couriers.
What's in it for me?
* Career Development: Access bespoke development programmes designed by our in-house L&D team; upskilling programme with a leading training provider.
* Enhanced Leave: 25 days annual leave plus bank holidays; birthday day off; enhanced maternity/paternity pay; up to 10 days compassionate leave; buy back up to 3 days; 2 days volunteer leave after 12 months.
* Wellbeing Support: On-site GP, CBT therapist, dentist, 24/7 EAP (Bupa), on-site gym in Manchester, on-site physio.
* Other Perks: Tech salary sacrifice up to 12%, up to 50% staff discount on THG brands, on-site shop and barber, referral bonus up to £1000, anniversary gifts at 5 and 10 years.
Equality, diversity and inclusion
We are an equal opportunities employer. We are committed to a diverse and inclusive workplace. If you require additional support or adjustments to the recruitment process, please email talent@thg.com. THG Ingenuity is proud to be a Disability Confident Committed employer and welcomes applications from all sections of the community. If invited to interview, please indicate any reasonable adjustments to help you perform to the best of your ability. We endeavour to respond to every application within 14 days.
Seniority level
* Entry level
Employment type
* Contract
Job function
* Management and Manufacturing
* Software Development
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