Delivery Support & Resolution Specialist

THG Ingenuity Ltd.; Manchester; Remote; GBP 18,000 - 28,000; Full time

Benefits offered by this job

Annual leave 25 days

Birthday off

On-site gym

Staff discount

Salary sacrifice scheme

On-site staff shop & barber

Referral bonus £1000

Compassionate leave

Job summary

THG Ingenuity is seeking a Courier Team Advisor in Manchester for a 3-6 month contract. You will handle delivery-related inquiries, liaise with courier partners, and provide timely updates and resolutions to customers.

Training is provided, with a focus on empathy, problem solving, and professional communication, in a fast-paced, collaborative environment. Roles include resolving issues, meeting SLAs, and elevating trends to improve service.

Qualifications

• 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

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

Customer service

Communication

Problem solving

Empathy

Time management

Job description

THG Ingenuity is seeking a Courier Team Advisor in Manchester for a 3-6 month contract. You will handle delivery-related inquiries, liaise with courier partners, and provide timely updates and resolutions to customers.

Training is provided, with a focus on empathy, problem solving, and professional communication, in a fast-paced, collaborative environment. Roles include resolving issues, meeting SLAs, and elevating trends to improve service.