Fixed Term Customer Relations Advisor - 3-6M Contract

THG Ingenuity Ltd.; Northwich; Remote; GBP 18,000 - 24,000; Part time

Benefits offered by this job

25 days annual leave

Birthday off

On-site gym

Staff discount

Employee referral bonus

Job summary

THG Ingenuity Ltd. is seeking a Customer Relations Executive for a 3–6 month contract. Shifts run Monday to Friday, 8am–4pm, with a 1 in 4 weekend rotation. The role sits at the frontline of customer care and escalation, resolving issues quickly while rebuilding rapport.

You will handle complaints from multiple channels, with full training provided. Experience in call centres is desirable but not essential, and you’ll be supported to meet department targets and deliver high-quality service.

Qualifications

• Six months experience within a contact centre.
• Excellent telephone manner and written grammar.
• Flexible, punctual and calm under pressure.
• Professional and friendly in all interactions.

Responsibilities

• Respond to customer complaints
• Take escalation calls from advisors
• Respond to Trustpilot reviews
• Respond to GDPR and data requests
• Work to department targets (24–48 hours)
• Maintain high quality and accuracy
• Strive for first contact resolution
• Assist with customer queries when required
• Respond to Executive Complaints

Skills

Customer service

Communication

Telephone manner

Calm under pressure

Job description

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

What’s the role?

Title – Customer Relations Executive

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

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

A Customer Relations Advisor is the highest point of escalation for customer complaints. They specialize in resolving matters in a way that is suitable for both the business and the customer. They provide excellent customer service with quick resolutions whilst re building rapport with customers. The Customer Relations team deal with a varying number of complaints each day from all The Hut Group divisions. Full training will be provided to the right applicant to give them the information they need to resolve all queries to the best of their ability.

Complaints will be presented through several different sources including emails, telephone calls, letters and social media. We're looking for an individual with the hunger to achieve all they can in a fast-paced customer service role. Experience handling complaints in a call centre environment is desired, however this is not essential.

Key Responsibilities:

• Responding to customer complaints
• Taking escalation calls from advisors
• Responding to Trustpilot reviews
• Responding to GDPR and data requests
• Working to department targets (each complaint responded to with 24-48 hours)
• Maintaining a high level of quality and accuracy
• Striving for first contact resolution
• Assisting with customer queries when required
• Responding to Executive Complaints

Role Requirements:

• Six months experience within a contact centre
• Professional and friendly
• Excellent telephone manner
• Excellent reading skills and written grammar
• Flexible
• Punctual
• Calm and patient
• Able to work under pressure

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.