CX Apprentice - Claims, Post Dispatch & Returns

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.

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.

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

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.