• Serve as the primary internal point of contact for the assigned association. • Act as a trusted resource for association members seeking assistance. • Own and resolve complex account issues and escalations. • Deliver high‑touch, white‑glove service experiences. • Proactively collaborate with internal teams for case resolution. • Identify trends, recurring issues, and process gaps through feedback. • Support frontline service teams with sensitive cases.

• Handle inbound customer calls and/or e-mails with empathy and professionalism • Resolve issues, answer questions, and provide proactive solutions • Document interactions and follow up as needed • Participate in special projects and adapt to evolving priorities • Deliver a WOW experience on every call—customers should hear your smile!

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. Who are 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. What’s the role? Location – Remote (UK Based) Contract – Permanent Shifts - Monday-Friday 1am-9am As a customer service advisor, 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. What sets us apart is the continuous support you’ll receive, helping you master what it takes to provide exceptional service. In addition, you’ll receive specialised brand training tailored to your team, giving you in-depth product knowledge and the opportunity to experience products first hand. Here at Ingenuity, when you show up, you're ready to put your best foot forward and be an active part of our team. We're looking for someone who is ready to dig in and tackle challenges head-on, and ultimately, get it done by seeing every task through to completion. 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. What are the 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 me? Career Development - Access bespoke development programmes that have been designed and developed by our in-house L&D team. - Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider. Enhanced Leave - 25 days annual leave plus bank holidays. - Don’t want to work on your birthday? We don’t either! Enjoy your day off on us! - Enhanced maternity and paternity pay, depending on length of service. - Up to 10 days compassionate leave. - Buy back up to 3 days each year. - Unlock 2 days volunteer leave after 12-months. Wellbeing Support - Access face-to-face and virtual appointments with our in-house GP. - Access our in-house CBT therapist. - Access to our in-house dentist to make appointments for routine check-ups, emergency appointments and more. - Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa. - State-of-the-art on-site gym at our Manchester Offices. - Access to our on-site physio. Other Perks - Save up to 12% on the cost of personal tech through our salary sacrifice scheme. - Up to 50% staff discount on THG brands. - On-site staff shop. - Access to on-site barber. - Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation. - Anniversary gifts when you hit 5 and 10 years of service. We are an equal opportunities employer. We’re committed to creating a diverse and inclusive workplace that allows everyone to thrive, and strongly encourage all candidates from all backgrounds and identities to apply. Please email talent@thg.com if you require any additional support or need to make any adjustments to our recruitment process. You don’t need to disclose your disability or condition, you just need to let us know what support you need or changes you need to make. If you’re not sure, we can work with you to explore the available options. 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.

About Wolt At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. What you’ll be doing - Handling customer inquiries via chat and phone — you’ll be the link between our courier partners, merchant partners, and end users of the Wolt app - Providing quick and effective feedback, resolving escalations, and managing technical issues - Reviewing and responding to user feedback - Overseeing and managing operations in the cities where Wolt operates - Maintaining a great customer experience and monitoring performance daily - Working on quality assurance (QA) and platform management Our humble expectations - Excellent communication skills and plenty of patience - Persistence, kindness and empathy help you find the best solution for everyone involved - Great attention to detail and strong focus - You’re not intimidated by complex tasks that require quick thinking and good organization - You handle stressful situations, you multitask and can handle multiple incoming interactions with ease - Making fast decisions in challenging moments is one of your strengths - You understand the importance of great customer experience - You’re fluent in both Romanian and English (C1) - You have at least a high school diploma - You are willing to work in shifts, and on weekends, holidays - You’re comfortable with new apps and systems and adapt quickly - Any previous work experience is welcome, especially in a similar role — but it’s not a requirement! We’ll teach you everything you need to know. What we offer - Fully remote work - Meal vouchers worth 30 RON per working day; - Medical subscription in the Regina Maria clinics network (Priority Plus plan); - Monthly sports activity budget (150 RON net, reimbursed upon invoice/receipt); - Access to Bookster — an online library with over 10,000 titles, including physical book loans, articles, and audiobooks - Birthday day off - Extra vacation days based on seniority (starting from 21 days + 1 additional day per year max 27 days per year) Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.