Overview
Customer Operations Advisor - 3 Months FTC
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?
Location: Gadbrook Park, Northwich (Office Based)
Contract: 3 months
Shifts: Working on a shift rotation between 8am-6pm with a 1 in 6 weekend shift
Start Date: Monday 10th November and Monday 17th November
Responsibilities
* As a customer service advisor, you a vital part of our team, acting as a central point of contact for resolving customer and site issues. You work closely with other departments and manage a variety of administrative tasks, from handling invoices and refunds to engaging directly with customers on our websites and social platforms. Your role is essential in ensuring a positive and professional experience for everyone.
* Work with Customer Service to resolve customer and site issues efficiently through ticket management.
* Build and maintain working relationships across different departments.
* Manage customer invoices.
* Investigate, approve, or reject customer refund requests with attention to detail and fairness.
* Provide professional responses to product and app reviews, enhancing customer engagement.
* Respond promptly to customer questions and answers on the THG beauty websites.
* Administration tasks by reviewing adverts to ensure guidelines are met and supporting members.
* Monitor member-to-member messages to maintain a safe and respectful environment and handle support messages.
Role requirements
* Strong written and verbal communication skills
* Willingness to learn and develop new skills
* A professional, friendly and hard-working individual
* Early promise of showing our core values – Show up, Dig in and get it Done
What’s in it for me?
Career Development
* Access bespoke development programmes designed by our in-house L&D team
* Continued development through our upskilling programme with an industry-leading training provider
Enhanced Leave
* 25 days annual leave plus bank holidays
* Birthday day off on us
* Enhanced maternity and paternity pay, depending on length of service
* Up to 10 days compassionate leave
* Buy back up to 3 days each year
* Unlock 2 days volunteer leave after 12 months
Wellbeing Support
* Access to in-house GP (face-to-face and virtual)
* Access to in-house CBT therapist
* Access to in-house dentist for routine and emergency appointments
* Access to 247 Employee Assistance Programme (EAP) provided by Bupa
* State-of-the-art on-site gym at our Manchester Offices
* Access to on-site physio
Other Perks
* Save up to 12% on personal tech through salary sacrifice
* Up to 50% staff discount on THG brands
* On-site staff shop
* On-site barber
* Referral bonus up to £1000 when a referred candidate passes probation
* Anniversary gifts at 5 and 10 years of service
Equality and recruitment
We are an equal opportunities employer. We are committed to a diverse and inclusive workplace. If you require any 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 backgrounds. We endeavour to respond to every application within 14 days.
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