Courier Experience Specialist | Second-Line Support

THG Ingenuity Ltd.; Northwich; On-site; GBP 17,000 - 22,000; Full time

Benefits offered by this job

Birthday off

25 days annual leave

On-site gym

Staff discount

Referral bonus up to £1,000

Job summary

THG Ingenuity is seeking a Customer Experience Advisor for a 3-6 month contract to support delivery-related inquiries. You will serve as the link between customers and courier partners, investigating issues, providing updates, and delivering effective resolutions.

The role emphasizes clear communication, problem solving, and a customer-first mindset in a fast-paced ecommerce environment. You will work Monday to Friday 8am-4pm with some weekend shifts, on-site at THG’s Manchester offices.

Qualifications

• Excellent verbal and written communication with customers and courier partners.
• Strong listening skills and ability to understand customer needs.
• Professional, friendly and customer-focused approach.
• Excellent attention to detail and ability to manage multiple priorities.

Responsibilities

• Manage and resolve delivery-related tickets from Customer Service Advisors and Self-Service Clients.
• Coordinate parcel collections with courier providers and monitor investigations, updating as needed.
• Meet departmental SLA and service level agreements while maintaining productivity.
• Strive for first-contact resolution and a seamless customer experience.
• Provide support with customer enquiries when required and maintain professionalism.
• Identify recurring delivery issues and raise trends with courier partners for improvements.
• Process courier claims and exception cases accurately within agreed service levels.

Skills

Excellent communication

Customer service

Problem solving

Multitasking

Attention to detail

Job description

THG Ingenuity is seeking a Customer Experience Advisor for a 3-6 month contract to support delivery-related inquiries. You will serve as the link between customers and courier partners, investigating issues, providing updates, and delivering effective resolutions.

The role emphasizes clear communication, problem solving, and a customer-first mindset in a fast-paced ecommerce environment. You will work Monday to Friday 8am-4pm with some weekend shifts, on-site at THG’s Manchester offices.