Returns Manager

We are looking for an experienced and driven Returns Manager to lead and optimise the end-to-end returns operation across our furniture logistics network.

This is a pivotal leadership role responsible for ensuring returned products are processed efficiently, accurately, and in line with company standards. You will oversee the full lifecycle of returns — from inspection and refurbishment to recycling and disposal — with a clear focus on maximising value recovery and enhancing customer experience.

Working across multiple sites, you’ll lead a high-performing team, implement robust processes, and collaborate cross-functionally to reduce return rates and improve product lifecycle management. This role combines hands‑on operational leadership with strategic oversight, including budget accountability, stock integrity, and compliance.

Key Responsibilities

Health, Safety & Compliance

• Ensure the safety and welfare of all colleagues and visitors within the returns operation
• Maintain compliance with company policies, H&S legislation, and environmental standards
• Promote safe handling practices, particularly for large or damaged furniture items
• Report risks and incidents to the Health & Safety Officer

Returns Operations

• Manage the full lifecycle of returned products: receipt, inspection, grading, refurbishment, repackaging, recycling, and disposal
• Maintain high levels of accuracy across all return transactions within the Warehouse Management System
• Ensure timely processing of returns in line with SLAs and customer expectations
• Oversee parts operations, ensuring responses and dispatch within 48 hours
• Reduce waste, damage, and write-offs through process improvements and team training
• Manage secure storage and organisation of returned stock and refurbished items
• Lead root‑cause analysis to identify trends in returns (product faults, packaging, delivery issues)

Quality & Product Assessment

• Lead consistent and accurate inspection and grading of returned products
• Collaborate with Product and Quality teams to improve product durability and reduce returns
• Ensure accurate documentation of faults and refurbishment requirements

Equipment & Facilities

• Maintain a clean, organised, and efficient returns workspace
• Ensure all equipment is safe, compliant, and well maintained
• Support improvements to enhance workflow and operational safety

Financial & Strategic Oversight

• Manage returns budgets, including labour, refurbishment costs, recycling fees, and write-offs
• Monitor and report on KPIs such as return rates, processing time, and recovery value
• Identify opportunities to reduce costs and improve value recovery
• Support long‑term planning for returns capacity and sustainability initiatives
• Oversee trader transactions and monthly financial reporting
• Drive maximisation of stock recovery back into saleable inventory

Leadership & Team Development

• Lead, recruit, and develop a multi‑site returns team
• Conduct regular one‑to‑ones, coaching, and performance reviews
• Foster a positive, inclusive, and accountable culture
• Lead by example and champion continuous improvement
• Ensure clear communication of goals, processes, and expectations

Cross‑Functional Collaboration

• Partner with logistics teams and delivery depots to improve returns accuracy
• Work closely with Warehouse Operations to ensure smooth product flow
• Collaborate with Supply Chain and Buying on supplier returns and claims
• Support Product Development and Quality teams with actionable insights
• Contribute to sustainability and circular economy initiatives

General Responsibilities

• Promote equality, diversity, and excellent customer care
• Continuously develop personal knowledge and performance
• Maintain awareness of relevant legislation (Data Protection, FOI, etc.)
• Represent the organisation positively at all times
• Ensure adherence to company policies and procedures

What We’re Looking For

• Minimum 5 years’ experience in returns, reverse logistics, or warehouse operations
• At least 5 years in a leadership role
• Strong knowledge of Warehouse or Returns Management Systems
• Experience managing budgets and financial performance
• Excellent communication and leadership skills
• Strong attention to detail and process‑driven mindset
• Analytical and solutions‑focused approach
• Good working knowledge of Excel and Word
• Strong Health & Safety awareness
• Experience within furniture, homeware, or bulky goods sectors
• Exposure to e‑commerce operations and systems
• Knowledge of Lean, 5S, or continuous improvement methodologies

Personal Attributes

• Confident communicator who engages and motivates teams
• Leads by example and embodies company values
• Proactive, driven, and results‑oriented
• Strong commercial awareness and financial accountability
• Passionate about continuous improvement and operational excellence

Why Join Us?

• Play a key role in shaping a critical part of the logistics operation
• Opportunity to influence product lifecycle and sustainability initiatives
• Lead and develop teams across multiple sites
• Be part of a fast‑paced, collaborative, and growing organisation

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