Refunds Specialist

at  THG

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.

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

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