Overview
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.
Job Title: Courier Advisor
Contract: 3 months
Location: THG Gadbrook Park (CW9 7RA) Office based 5 days per week
Start Date: Monday 10th November & Monday 17th November
Shifts: Working a shift rotation between the hours of 8am-6pm with a 1-4 weekend
Why be a Courier Advisor at THG Ingenuity?
Our Courier team is second line support for the department, dealing with customer delivery queries or issues. As the middle man between customer and courier, advisors liaise with courier providers to provide a quick update or resolution while promoting excellence. Full training is provided to equip you with the information needed to resolve queries to the best of your ability. The customer journey is of upmost importance and ensuring a positive experience helps maintain loyalty to the brands customers trust.
Key Responsibilities
* Work alongside Customer Service to resolve any delivery issues through a ticketing system.
* Raise delivery issues with our courier to help customers receive/locate their order.
* Arrange UK and international collections with couriers when customers need to return item/s.
* Work through delivery exceptions from couriers and contact customers if the courier needs to move information to deliver the parcel (e.g., driver directions or address corrections).
* Request stop and returns with couriers for orders refunded/replaced due to tracking not updating.
* Process replacements/refunds for customers once courier investigation has been completed and inform customers of the outcome.
What skills and experience do I need for this role?
* 1+ years of experience in customer experience, customer service, or a related field.
* Familiarity with courier-related queries and a general awareness of typical tasks involved.
* Excellent communication and interpersonal skills, with the ability to communicate with customers, employees, and external couriers.
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 delivered in partnership with an industry-leading training provider.
Enhanced Leave
* 25 days annual leave plus bank holidays.
* Birthday leave on request.
* 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 on-site and virtual appointments with our in-house GP.
* Access to our in-house CBT therapist and on-site dentist.
* Access to our 24/7 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 our salary sacrifice scheme.
* Up to 50% staff discount on THG brands.
* On-site staff shop and barber.
* Refer a candidate and receive up to £1000 when they pass their probation.
* Anniversary gifts at 5 and 10 years of service.
Equal Opportunity
We are an equal opportunities employer. We’re committed to a diverse and inclusive workplace and encourage candidates from all backgrounds and identities to apply. If you require any additional support or adjustments to our recruitment process, please email talent@thg.com.
THG Ingenuity is proud to be a Disability Confident Committed employer. If invited to interview, please let us know if any reasonable adjustments are needed to enable you to perform at your best. We welcome applications from all sections of the community. We endeavour to respond to every application within 14 days. If you haven’t heard within that time frame or have questions about this or other THG Ingenuity roles, please contact our Talent team.
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