Our Courier team at The Hut Group are second line support for the department, dealing with any queries or issues customers have regarding their delivery. As the middle man between customer and courier, advisors on this team liaise with our courier providers to provide a quick update or resolution whilst promoting excellence at all times. Full training will be provided to the right applicant to give them the information they need in order to resolve all queries to the best of their ability. The Customer journey is of upmost importance and ensuring customers have a positive experience is how they will remain loyal to the brands they trust.
Responsibilities
* Working a long side Customer Service to resolve any delivery issues the customer has through a ticketing system.
* Raising delivery issues with our courier to help customers receive/locate their order.
* Arranging UK and international collections with couriers when customers need to return item/s.
* Working through delivery exceptions from our couriers and contacting customers if the courier need move information to deliver the parcel (eg, Driver needs directions to the address or if the delivery address is incorrect).
* Requesting stop and returns with couriers for orders that have been refunded/replaced due to the tracking not updating.
* Processing replacement/refunds for customers once the courier investigation has been completed and contacting the customers letting them know the outcome.
Qualifications
* 1+ years of experience in customer experience, customer service, or a related field.
* Some familiarity with courier-related queries and a general awareness of the tasks typically involved.
* Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, employees and external couriers.
Benefits
* Access bespoke development programmes that have been designed and developed by our in-house L&D team.
* Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.
* Enhanced Leave: 25 days annual leave plus bank holidays. Don’t want to work on your birthday? We don’t either! Enjoy your 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 face‑to‑face and virtual appointments with our in-house GP. Access our in‑house CBT therapist. Access to our in‑house dentist to make appointments for routine check‑ups, emergency appointments and more. Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa. State‑of‑the‑art on‑site gym at our Manchester Offices. Access to our on‑site physio.
* Other perks: Save up to 12% on the cost of personal tech through our salary sacrifice scheme. Up to 50% staff discount on THG brands. On‑site staff shop. Access to on‑site barber. Know someone who would be perfect for THG? Refer them and get up to £1,000 when they pass their probation. Anniversary gifts when you hit 5 and 10 years of service.
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.
THG Ingenuity is proud to be a Disability Confident & Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
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