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?

Title – Customer Service Agent

Contract Type – Permanent

Shifts – 9am - 5pm (Subject to Change)

THG Orbit is our award-winning, accredited Customer Service and Experience solution, offering world-class support to THG brands and Ingenuity clients. We optimise services, enhance customer experiences, and foster brand loyalty, ensuring a seamless journey from start to finish. We proactively identify and implement optimisation opportunities. Beyond scaling brands, THG Orbit enhances automation, reduces costs, and drives performance through digital innovation and efficiency.

As a customer service agent, you’ll be the first point of contact for our valued customers, assisting with a wide range of inquiries – from product advise to resolving order issues. You’ll engage with customers across various communication channels, including live chat, phone, email and social media, ensuring that every interaction reflects our commitment to outstanding service.

Key Responsibilities

The role will be based in a newly established US office, where the chosen individual will be responsible for building a strong customer service presence to support all brands and client needs across the US territory.

• You will be the first point of contact across our Customer Service platforms, supporting customers across our many Ingenuity brands!
• You will ensure that all customer inquiries, issues, and complaints are addressed promptly and professionally, maintaining the company’s reputation for excellent service. So, if you’re ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you!
• 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 customers with all queries regarding product advice and general customer service queries.
• Working across multiple platforms such as phone calls, live chat, social media and emails.

Role Requirements

• Communication: Clear and effective communication with both customers and team members, including active listening and conflict resolution.
• Excellent written and verbal skills: Must maintain a high level of quality throughout all customer interactions.
• Customer-Centric Approach: Empathy and focus on delivering exceptional service, ensuring customer satisfaction and loyalty in a professional manner.
• Problem-Solving: Ability to quickly analyze issues and find effective solutions, especially in challenging or high-pressure situations.
• Decision-Making: Confident and timely decision-making, particularly when handling customer issues.
• Adaptability: Flexibility in responding to changing customer needs, business priorities, or operational challenges.
• Must have at least 1+ years in a call Centre environment or Customer Service role.

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.