Customer Service Advisor - Immediate Start
THG Ingenuity
Salary undisclosed
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Description
About THG Ingenuity
THG Ingenuity is a proprietary Software-as-a-Service (SaaS) technology, robotics, and operations platform built for global ecommerce. Developed through more than two decades of operating ecommerce and retail services at scale, its software and automation capabilities have been engineered, tested, and refined through the real-world demands of managing complex commerce operations. Today, THG Ingenuity provides an integrating operating environment that enables brands to intelligently optimise the entire commerce lifecycle from browsing and checkout to AI inventory management and forecasting, automated fulfilment, carrier control, and customer experience. The platform comprises:
- THG Fulfil: The fulfilment operating system for global ecommerce. Delivered via a proprietary SaaS and Robotics-as-a-Service (RaaS) model, THG Fulfil orchestrates every stage of checkout, fulfilment, delivery, and customer experience through an integrated system.
- THG Studios: The UK's most innovative creative hub, helping brands create content that connects, experiences that engage, and IP that scales, all from its end-to-end, in-house facilities.
- THG Commerce: A cloud-native technology stack enabling retailers and brands to create intelligent, AI-powered, digital shopping experiences, while integrated marketplace and social commerce functionality allows brands to reach customers across every sales channel
With its expertise in building and scaling brands, THG Ingenuity is uniquely positioned to bring pertinent, pragmatic, and global know-how across all aspects of commerce.
What’s the role?
Job Title: Customer Service Advisor
Contract Length: 3 - 6 months - realistic chance of permenant conversion
Location: Gadbrook Park, Northwich (Office Based)
Shifts - Working a shift rotation of 8am-4pm, 9am-5pm, 1pm-9pm and 1 in 3 weekends.
Start Date - 9th & 16th November 2026
As a Customer Service Advisor, you’ll be the voice of some of the world’s best-loved brands including Look Fantastic, My Protein, Cult Beauty and many more. Working with a portfolio of household names, you’ll be the first point of contact for customers who need your help, from recommending the right product to getting an order issue resolved quickly and with care. You’ll connect with customers across live chat, phone, email and social media, so no two days look the same.
Every conversation is a chance to make someone’s day better, easier and to show what outstanding service looks like on behalf of our trusted brand partners.
Key Responsibilities:
- Working across multiple channels including emails, phones, live chat and social media.
- Work towards achievable department targets while maintaining high level quality at each point of contact.
- Engaging with customers daily in a polite, professional manner.
- Assisting customer with all queries regarding product advise and general customer service queries.
- Collaborate with team members and different departments to enhance overall customer service.
- Utilise ongoing training to deepen product knowledge and deliver top-notch service.
Role Requirements:
- Strong written and verbal communication skills
- Willingness to learn and develop new skills
- A professional, friendly and hard-working individual.
- Early promise of showing our core values – Show up, Dig in and get it Done.
What's in it for you?
- 25 days' annual leave plus bank holidays, your birthday day off, and the option to buy up to 3 additional days each year.
- Staff Discounts across all brands - up to 50%
- 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.
- 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.
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.
Benefits
- parental leave
About this role
THG Ingenuity is seeking a Customer Service Advisor for a fixed-term contract (3–6 months) based at their Northwich office, starting November 2026. You'll be the first point of contact for customers, handling inquiries across email, phone, live chat, and social media. The role involves providing product advice, resolving order issues, and working toward team targets while maintaining service quality. You'll collaborate with colleagues across departments and use ongoing training to build product knowledge. The position operates on a shift rotation between 8am and 11pm, including a one-in-three weekend pattern.
The role suits someone with strong written and verbal communication skills who is willing to learn and can work professionally under pressure. You should be reliable, friendly, and driven to deliver results—embodying THG Ingenuity's core values of showing up, digging in, and getting things done. No specific industry experience is mentioned as a requirement, making this accessible to those with solid customer-facing fundamentals.
Beyond the contract itself, you'll receive 25 days' annual leave plus bank holidays, your birthday off, and the option to purchase additional days. The package includes enhanced family pay, access to on-site health services (GP, physiotherapist, CBT therapist, dentist), a gym at the Manchester offices, up to 50% staff discount across THG brands, and a referral bonus scheme worth up to £1,000.
How this employer is doing
average
- Leadership Change
In the news
THG Ingenuity appoints media specialist Spence as new CEO, FashionNetwork USA
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Pay for this role
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