THG Ingenuity
CX Apprentice - Claims, Post Dispatch & Returns
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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?
Job Title: CX Apprentice - Claims, Post Dispatch & Returns
Reports to: Head of CX - Courier & Fulfilment
Apprenticeship: Business Administrator Level 3
Duration: 12-18 months, subject to learner progress + End Point Assessment
Role Purpose
To support the Post Dispatch Communications, Carrier Claims and Returns functions, helping deliver a seamless end-to-end delivery and returns experience for customers and clients, from order dispatch through to resolution of any delivery, claims or return issues.
Key Responsibilities
Post Dispatch Communications
- Act as the voice of the customer for delivery excellence, helping improve touchpoints across the order-to-delivery journey for outbound and inbound shipments.
- Support the day-to-day relationship with our Post Dispatch Communications 3rd party provider (parcelLab), and help manage courier delays to reduce their impact on contact rates.
- Assist with onboarding new couriers, clients, sites and carrier services, setting up parcelLab/STS configurations and appropriate communication flows and brand tone.
- Support regular performance reviews of Post Dispatch Communications, maintaining metrics and reporting and helping communicate results and recommendations to stakeholders and clients.
- Collaborate with cross-functional teams across Ingenuity and PLC to support a seamless experience and identify revenue opportunities.
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Carrier Claims
- Support timely, accurate submission of claims to carriers, including required documentation (DORs, invoices), and maintain accurate records of claims and outcomes.
- Help agree claims processes as part of onboarding new couriers and fulfil-only clients.
- Support analysis of claims data (accepted vs. rejected, by volume and value) and help identify ways to reduce rejected claims.
- Work with Finance to help reconcile agreed claim values and progress outstanding payments.
- Collaborate with Courier, Logistics, BI and Customer Service to support an efficient claims process and maximise claim values.
Returns
- Support the day-to-day relationship with ZigZag, acting as an internal and external point of contact for return queries and onboarding new clients (rate cards, agreed costs).
- Support regular reviews of returns performance, helping raise and resolve issues, and stay informed on trends in reverse logistics.
- Collaborate with cross-functional teams to support a seamless returns experience, competitive return costs and revenue opportunities.
What We Need From You
- A proactive, can-do attitude with strong attention to detail
- Confidence communicating with internal teams and external third-party providers
- Good organisational skills and the ability to manage multiple ongoing tasks
- Comfortable working with data and spreadsheets to track claims and returns performance
- GCSEs (or equivalent) at Grade 4 or above in English and Maths, or working towards Functional Skills Level 2
- Proactively manage your own learning, working closely with your training provider to meet course deadlines and complete tasks on time
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What You'll Get In Return
- A fully funded Business Administrator (Level 3) apprenticeship qualification
- A competitive apprentice salary
- 20% of your working week protected for off-the-job (OTJ) training, on top of your day-to-day role
- Learning directly from industry experts and professionals throughout your apprenticeship
- Free lunches on site
- GP access & Employee Assistance Programme (EAP)
- Additional wellbeing support, including on-site physio and dentist
- Staff discounts on global brands across beauty and wellness
- The opportunity to build a long-term career with us beyond your apprenticeship
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.
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