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 and 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, Nestlé, Elemis, Homebase and Proctor & Gamble.
Role Overview
Location – Remote (UK Based)
Contract – Permanent
Shifts – Monday‑Friday 1am‑9am
As a customer service advisor, you’ll be the first point of contact for our valued customers, assisting with a wide range of inquiries – from product advice to resolving order issues. You’ll engage with customers across various communication channels, including live chat, phone, e‑mail and social media, ensuring that every interaction reflects our commitment to outstanding service.
What sets us apart is the continuous support you’ll receive, helping you master what it takes to provide exceptional service. In addition, you’ll receive specialised brand training tailored to your team, giving you in‑depth product knowledge and the opportunity to experience products first hand.
Key Responsibilities
* Working across multiple channels including e‑mail, phones, live chat and social media.
* Work towards achievable department targets while maintaining high quality at each point of contact.
* Engage with customers daily in a polite, professional manner.
* Assist customers with all queries regarding product advice and general customer service queries.
* Collaborate with team members and different departments to enhance overall customer service.
* Utilise ongoing training to deepen product knowledge and deliver top‑notch service.
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.
Career Development
* 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.
* Enjoy your day off on us if you don’t want to work on your birthday.
* 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.
Well‑being 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 for routine checks, emergencies and more.
* Access our 24/7 Employee Assistance Programme (EAP) 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.
* Refer a suitable candidate and receive up to £1,000 when they pass probation.
* Anniversary gifts when you hit 5 and 10 years of service.
We are an equal opportunities employer. We’re committed to creating a diverse and inclusive workplace that allows everyone to thrive, and strongly encourage all candidates from all backgrounds and identities to apply. We are proud to be a Disability Confident Committed Employer – if you are invited to interview, please let us know any reasonable adjustments we can make to the recruitment process to enable you to perform to the best of your ability.
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