Customer Service Advisor

THG Ingenuity Ltd.; Northwich; On-site; GBP 23,000 - 27,000; Full time

Benefits offered by this job

Annual leave

Birthday off

Extra leave purchase

Staff discounts

Maternity/paternity pay

Employee wellbeing support

Employee referral bonus

Anniversary gifts

Job summary

THG Ingenuity is seeking a Customer Service Advisor to be the voice of Look Fantastic, My Protein, Cult Beauty and more. You’ll help customers across live chat, phone, email and social media, guiding product choices and resolving order issues with care.

This permanent role uses a rotating schedule (8am-4pm, 9am-5pm, 1pm-9pm) with occasional weekend work. You’ll collaborate across teams, grow product knowledge through training, and uphold THG Ingenuity’s standards of outstanding service.

Qualifications

• Strong written and verbal communication skills.
• Willingness to learn and develop new skills.
• A professional, friendly and hard-working individual.

Responsibilities

• Working across multiple channels including emails, phones, live chat and social media.
• Work towards achievable department targets while maintaining high level quality at each point of contact.
• Engaging with customers daily in a polite, professional manner.
• Assisting customer 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.

Skills

Strong written and verbalcommunication

Willingness to learn

Professional, friendly and hard‑worked

Show up and get it done values

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?

Job Title: Customer Service Advisor

Contract Type: Permanent

Shifts - Working a shift rotation of 8am-4pm, 9am-5pm, 1pm-9pm and 1 in 3 weekends.

Start Date - 9th & 16th November 2026

As a Customer Service Advisor, you’ll be the voice of some of the world’s best-loved brands including Look Fantastic, My Protein, Cult Beauty and many more. Working with a portfolio of household names, you’ll be the first point of contact for customers who need your help, from recommending the right product to getting an order issue resolved quickly and with care. You’ll connect with customers across live chat, phone, email and social media, so no two days look the same.

Every conversation is a chance to make someone’s day better, easier and to show what outstanding service looks like on behalf of our trusted brand partners.

Key Responsibilities:

• Working across multiple channels including emails, phones, live chat and social media.
• Work towards achievable department targets while maintaining high level quality at each point of contact.
• Engaging with customers daily in a polite, professional manner.
• Assisting customer with all queries regarding product advise 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 .

Role 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.

What's in it for you?

• 25 days' annual leave plus bank holidays, your birthday day off, and the option to buy up to 3 additional days each year.
• Staff Discounts across all brands - up to 50%
• 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.
• 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.