CX Apprentice - Claims, Post Dispatch & Returns

About the role

<div class="content-intro"><p></p> <p><strong><span data-olk-copy-source="MessageBody">About THG Ingenuity</span></strong></p> <p>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.&nbsp;</p> <p>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 &amp; Gamble.</p></div><p><strong><span data-contrast="auto">What’s the role? </span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}">&nbsp;</span></p> <p><strong><span data-contrast="auto"><span data-ccp-charstyle="Strong">Job </span><span data-ccp-charstyle="Strong">Title: </span></span></strong><span data-contrast="auto"><span data-ccp-charstyle="Strong">CX Apprentice - Claims, Post Dispatch &amp; Returns&nbsp;</span></span></p> <p><strong><span data-contrast="auto"><span data-ccp-charstyle="Strong">Reports to: </span></span></strong><span data-contrast="auto"><span data-ccp-charstyle="Strong">Head of CX - Courier &amp; Fulfilment</span></span></p> <p><strong><span data-contrast="auto"><span data-ccp-charstyle="Strong">Apprenticeship: </span></span></strong><span data-contrast="auto"><span data-ccp-charstyle="Strong">Business Administrator Level 3&nbsp;</span></span></p> <p><strong><span data-contrast="auto"><span data-ccp-charstyle="Strong">Duration:&nbsp;</span></span></strong><span data-contrast="auto"><span data-ccp-charstyle="Strong">12-18 months, subject to learner progress + End Point Assessment&nbsp;&nbsp;</span></span></p> <h2><strong>Role Purpose</strong></h2> <p>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.</p> <h2><strong>Key Responsibilities</strong></h2> <p><strong>Post Dispatch Communications</strong></p> <ul> <li>Act as the voice of the customer for delivery excellence, helping improve touchpoints across the order-to-delivery journey for outbound and inbound shipments.</li> <li>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.</li> <li>Assist with onboarding new couriers, clients, sites and carrier services, setting up parcelLab/STS configurations and appropriate communication flows and brand tone.</li> <li>Support regular performance reviews of Post Dispatch Communications, maintaining metrics and reporting and helping communicate results and recommendations to stakeholders and clients.</li> <li>Collaborate with cross-functional teams across Ingenuity and PLC to support a seamless experience and identify revenue opportunities.</li> </ul> <p><strong>Carrier Claims</strong></p> <ul> <li>Support timely, accurate submission of claims to carriers, including required documentation (DORs, invoices), and maintain accurate records of claims and outcomes.</li> <li>Help agree claims processes as part of onboarding new couriers and fulfil-only clients.</li> <li>Support analysis of claims data (accepted vs. rejected, by volume and value) and help identify ways to reduce rejected claims.</li> <li>Work with Finance to help reconcile agreed claim values and progress outstanding payments.</li> <li>Collaborate with Courier, Logistics, BI and Customer Service to support an efficient claims process and maximise claim values.</li> </ul> <p><strong>Returns</strong></p> <ul> <li>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).</li> <li>Support regular r

Skills