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  

As a Courier Team Advisor, you will play a key role in delivering an outstanding customer experience by providing second-line support for delivery-related enquiries across all brands. Acting as the link between our customers and courier partners, you will investigate delivery issues, liaise directly with courier providers, and provide timely updates and effective resolutions. Your ability to communicate clearly, solve problems efficiently, and manage cases with empathy and professionalism will be essential to ensuring every customer receives the highest level of service. You'll receive comprehensive training and ongoing support, equipping you with the knowledge and confidence to handle a wide range of delivery queries while developing your customer service and problem-solving skills. At THG, the customer journey is at the heart of everything we do. Every interaction is an opportunity to build trust, strengthen customer loyalty, and reinforce our commitment to delivering exceptional service. If you thrive in a fast-paced environment, enjoy working collaboratively, and are passionate about helping customers, we'd love to hear from you. 

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.