Returns Manager in Lichfield

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