Courier Support Specialist - Fixed-Term Contract

THG Ingenuity; Northwich; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Birthday off

Bank holidays included

Volunteering days

In-house medical services

On-site gym

Staff discounts

Tech salary sacrifice

Staff shop

Employee referral bonus

Anniversary gifts

Job summary

THG Ingenuity is seeking a Courier Team Advisor on a fixed-term basis (3–6 months) to provide second-line support for delivery-related enquiries across all brands. You will liaise with courier partners, investigate issues, and provide timely updates with a customer-first approach.

Working Monday to Friday 8am-4pm, with some weekend shifts as required, you will resolve tickets, maintain SLA, and help continuously improve our delivery service.

Qualifications

• Clear verbal and written communication with customers and courier partners.
• Strong listening skills to understand customer needs.
• Professional, friendly and customer-focused approach.
• Attention to detail and high-quality work.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage and resolve delivery-related tickets raised by Customer Service Advisors and Self-Service Clients.
• Arrange parcel collections with courier providers · Monitor and follow up on ongoing investigations, providing regular updates until resolution.
• Meet departmental SLA and service level agreements while maintaining high standards of productivity.
• Strive to achieve first-contact resolution wherever possible, delivering a seamless customer experience.
• Provide support with customer enquiries when required, ensuring a professional and customer-focused approach.
• Identify recurring delivery issues, elevate trends to courier partners, and contribute to continuous service improvement initiatives.
• Process courier claims and exception cases accurately and within agreed service levels.

Skills

Communication skills

Active listening

Customer focus

Attention to detail

Organization

Adaptability

Punctuality

Resilience

Problem solving

Job description

THG Ingenuity is seeking a Courier Team Advisor on a fixed-term basis (3–6 months) to provide second-line support for delivery-related enquiries across all brands. You will liaise with courier partners, investigate issues, and provide timely updates with a customer-first approach.

Working Monday to Friday 8am-4pm, with some weekend shifts as required, you will resolve tickets, maintain SLA, and help continuously improve our delivery service.