Fixed Term - Courier Advisor

About THG Ingenuity 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: Fixed Term - Courier Advisor Contract Type: 3 - 6 months (Dependant on business requirements) Shifts – Monday - Friday 8am-4pm with a 1-4 weekend  Key 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, escalate trends to courier partners, and contribute to continuous service improvement initiatives.
• Process courier claims and exception cases accurately and within agreed service levels. Role Requirements
• 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 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.
• Two paid volunteering days after 12 months' service.
• 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 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.