Refunds Specialist

About THG 

We’re a fast-moving, global technology group that specialises in taking brands direct to consumers. We’re home to a portfolio of leading brands and sites including Myprotein, ESPA, LOOKFANTASTIC, and Cult Beauty, all of which are powered by our fully integrated digital commerce ecosystem, THG Ingenuity. 

We handle everything in-house, including technology, content creation, e-commerce, marketing, manufacturing, new product development, and logistics. This comprehensive approach ensures we can fully realise our vision and maintain our leadership in a rapidly evolving global industry.

Location: Northwich, CW9 7RA or Manchester, WA15 0AF

Hours: 8.30am – 4.30pm Monday to Sunday on a rota basis (37.5 hours), working 1 in 3 weekends.

About Online Fraud

The latest figures report 4.5 million cases of fraud in the UK alone and as payment and transaction mechanisms multiply and organisations become more complex, the risk of fraud grows. As targets become more attractive, individual fraudsters are joined by well-resourced, organised criminal enterprises.

About the Fraud Department

The Fraud department are involved in all parts of the fraud process, from awareness and prevention to detection and resolution, using our award-winning in-house built fraud platform, THG Detect. Analysts, agents, investigators, data scientists and management work as a unit to find effective ways to combat fraud at THG. This team interacts with almost every other team in the business; there is never a dull moment.

About the Role

The Refunds Specialist will be responsible for reviewing and processing refund requests in alignment with service level agreements (SLAs). You will investigate refund requests thoroughly, ensuring company procedures are being followed whilst identifying, and investigating, potential abuse or fraudulent refund requests. You will also serve as the first point of contact for incoming email inquiries from both internal teams and external contacts. Additionally, you will contribute by recommending improvements to refund processes to enhance efficiency and safeguard the business.

Responsibilities:

• Process refunds efficiently, authorising refunds only when satisfied with the investigation results
• Communicate with customers to obtain additional information where required
• Manage own case load effectively in line with SLA’s
• Respond promptly and professionally to queries from internal teams and external contacts
• Assist in generating and maintaining daily work volume statistics
• Make proactive recommendations to improve refund processes and operational efficiency
• Perform other administrative tasks as required to support the team

Requirements:

• Proficient in Microsoft packages
• Have excellent verbal and written communication skills
• An ability to analyse information and make sound decisions in line with company procedures
• An inquisitive mindset with the ability to assess patterns, detect suspicious activity and solve problems
• Exceptional attention to detail with the ability to manage a high-volume workload whilst maintaining accuracy
• Open, honest and adaptable to changing situations

Benefits:

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 our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• 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.

THG 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 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 please contact one of our Talent team to discuss further.

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