Customer Experience Advisor

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 a proprietary Software-as-a-Service (SaaS) technology, robotics, and operations platform built for global ecommerce. Developed through more than two decades of operating ecommerce and retail services at scale, its software and automation capabilities have been engineered, tested, and refined through the real-world demands of managing complex commerce operations. Today, THG Ingenuity provides an integrating operating environment that enables brands to intelligently optimise the entire commerce lifecycle from browsing and checkout to AI inventory management and forecasting, automated fulfilment, carrier control, and customer experience. The platform comprises:

• THG Fulfil: The fulfilment operating system for global ecommerce. Delivered via a proprietary SaaS and Robotics-as-a-Service (RaaS) model, THG Fulfil orchestrates every stage of checkout, fulfilment, delivery, and customer experience through an integrated system.
• THG Studios: The UK's most innovative creative hub, helping brands create content that connects, experiences that engage, and IP that scales, all from its end-to-end, in-house facilities.
• THG Commerce: A cloud-native technology stack enabling retailers and brands to create intelligent, AI-powered, digital shopping experiences, while integrated marketplace and social commerce functionality allows brands to reach customers across every sales channel

With its expertise in building and scaling brands, THG Ingenuity is uniquely positioned to bring pertinent, pragmatic, and global know-how across all aspects of commerce.

What’s the role?

Title: Customer Experience Advisor

Contract Type: 3 - 6 months (Dependant on business requirements)

Shifts – Monday - Friday 8am-4pm with a 1-4 weekend

Start Date - 2nd November or 9th November

As a Courier Team Advisor, you will play a key role in delivering an outstanding customer experience by providing second-line support for delivery-related enquiries across all brands. Acting as the link between our customers and courier partners, you will investigate delivery issues, liaise directly with courier providers, and provide timely updates and effective resolutions. Your ability to communicate clearly, solve problems efficiently, and manage cases with empathy and professionalism will be essential to ensuring every customer receives the highest level of service. You'll receive comprehensive training and ongoing support, equipping you with the knowledge and confidence to handle a wide range of delivery queries while developing your customer service and problem-solving skills. At THG, the customer journey is at the heart of everything we do. Every interaction is an opportunity to build trust, strengthen customer loyalty, and reinforce our commitment to delivering exceptional service. If you thrive in a fast-paced environment, enjoy working collaboratively, and are passionate about helping customers, we'd love to hear from you.

Key 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.

Role Requirements:

• Excellent verbal and written communication skills, with the confidence to engage professionally with customers and courier partners
• Strong listening skills, with the ability to understand customer needs and respond effectively.
• A professional, friendly, and customer-focused approach.
• Excellent attention to detail and a commitment to delivering accurate, high-quality work.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• A flexible and adaptable approach, with a willingness to embrace change and support the wider team.
• Reliable, punctual, and able to manage time effectively.
• Calm, patient, and resilient when handling challenging situations.
• Ability to work well under pressure while maintaining a positive attitude and high service standards.
• A proactive problem-solver with a focus on achieving the best outcome for both the customer and the business

What's in it for you?

• 25 days' annual leave plus bank holidays, your birthday off, and the option to buy up to 3 additional days each year.
• Enhanced maternity and paternity pay (subject to length of service), plus up to 10 days' compassionate leave.
• Access to our in-house GP, CBT therapist, dentist, physiotherapist, and a 24/7 Bupa Employee Assistance Programme.
• State-of-the-art on-site gym at our Manchester offices.
• Up to 50% staff discount across THG brands.
• Save up to 12% on personal tech through our salary sacrifice scheme.
• Access to our on-site staff shop and barber (Manchester offices).
• Earn up to £1,000 through our employee referral scheme.
• Anniversary gifts to celebrate your 5 and 10 years of service.

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.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.