Delivery Experience Specialist

THG Ingenuity Ltd.; Northwich; On-site; GBP 12,000 - 17,000; Full time

Benefits offered by this job

25 days’ annual leave + bank holidays

Birthday day off

Volunteer days

On-site gym

Staff discount

Salary sacrifice for tech

Employee referral bonus

Job summary

THG Ingenuity Ltd. is seeking a Customer Experience Advisor in the UK on a 3–6 month contract. You will handle second-line delivery inquiries, liaising with courier partners and customers to investigate issues and provide timely resolutions.

Training and ongoing support will be provided to build confidence and service excellence. Working Mon-Fri 8am-4pm with a weekend 1–4 rotation, start dates are 2nd or 9th November.

Qualifications

• Excellent verbal and written communication with customers and courier partners.
• Strong listening skills to understand customer needs.
• Professional, friendly, 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 ongoing investigations and provide updates.
• Meet departmental SLA and service levels while maintaining productivity.
• Strive for first-contact resolution and a seamless customer experience.
• Provide support with customer enquiries when required with professionalism.
• Identify recurring delivery issues and escalate trends to courier partners.
• Process courier claims and exception cases within agreed service levels.

Skills

Customer service

Communication

Problem solving

Time management

Attention to detail

Teamwork

Resilience

Flexibility

Job description

THG Ingenuity Ltd. is seeking a Customer Experience Advisor in the UK on a 3–6 month contract. You will handle second-line delivery inquiries, liaising with courier partners and customers to investigate issues and provide timely resolutions.

Training and ongoing support will be provided to build confidence and service excellence. Working Mon-Fri 8am-4pm with a weekend 1–4 rotation, start dates are 2nd or 9th November.