Customer Operations Advisor

THG Ingenuity Ltd.; United Kingdom; Remote; GBP 17,000 - 22,000; Full time

Benefits offered by this job

25 days annual leave

On-site gym

Staff discount

Salary sacrifice tech

Job summary

THG Ingenuity is seeking a Fixed Term Customer Operations Advisor to act as a central contact for resolving customer and site issues, handling invoices, refunds, and engaging with customers across websites and social platforms. You’ll join a team with brand training and ongoing support to deliver professional service.

The role runs 3–6 months with Mon-Fri 8am-4pm and a 1-in-4 weekend rotation, starting 2nd or 9th November. Right to work in the UK is required.

Qualifications

• Strong written and verbal communication skills.
• Willingness to learn and develop new skills.
• Professional, friendly and hardworking.
• Right to work in the UK; visa sponsorship not available.

Responsibilities

• Resolve customer and site issues through ticket management in collaboration with Customer Service.
• Build and maintain working relationships across departments.
• Manage customer invoices and refunds with accuracy.
• Investigate, approve, or reject refund requests with fairness.
• Respond to product and app reviews to enhance customer engagement.
• Answer questions on THG beauty websites in a timely manner.
• Review adverts for guidelines and support members with admin tasks.
• Monitor member-to-member messages to maintain a safe environment and handle support messages.

Skills

Communication skills

Willingness to learn

Professional and friendly

Right to work in the UK

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: Fixed Term - Customer Operations Advisor

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

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

Start Date - 2nd November or 9th November

As a customer operations advisor, you're a vital part of our team, acting as a central point of contact for resolving customer and site issues. You'll work closely with other departments and manage a variety of administrative tasks, from handling invoices and refunds to engaging directly with customers on our websites and social platforms. Your role is essential in ensuring a positive and professional experience for everyone.

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.

Here at Ingenuity, when you show up, you're ready to put your best foot forward and be an active part of our team. We're looking for someone who is ready to dig in and tackle challenges head-on, and ultimately, get it done by seeing every task through to completion.

Key Responsibilities:

• Working with Customer Service to resolve customer and site issues efficiently through ticket management.
• Build and maintain working relationships across different departments.
• Manage customer invoices.
• Investigate, approve, or reject customer refund requests with attention to detail and fairness.
• Providing professional responses to product and app reviews, enhancing customer engagement.
• Respond promptly to customer questions and answers on the THG beauty websites.
• Administration tasks by reviewing adverts to ensure guidelines are met and supporting members.
• Monitoring member-to-member messages to maintain a safe and respectful environment and handling support messages.

Role Requirements:

• Strong written and verbal communication skills
• Willingness to learn and develop new skills
• A professional, friendly and hard-working individual.
• Do you have the right to work in the UK? Please note that we are unable to provide visa sponsorship for this role, so applicants must already have the right to work in the UK.

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.