Returns Associate

We have an exciting opportunity to join our Returns Team. In this role you’ll coordinate all aspects of vehicle returns, ensuring a seamless experience for employees and employers. This is a highly collaborative role, requiring strong organisation, attention to detail, and the ability to coordinate across internal teams and external partners.

As the UK’s only B Corp Certified salary sacrifice provider, we’re transforming the future of electric vehicle adoption in the UK through salary sacrifice. Building on that success, we’ve launched The Charge Scheme – an innovative benefit allowing employees to save 20–50% on EV charging via salary sacrifice.

Key Responsibilities:

• Guide employees and employers through the early termination process, clearly explaining next steps and any potential costs, while delivering a 5* customer experience.
• Triage incoming early termination cases to confirm they fall within the ECS risk protection terms and conditions.
• Liaise with third parties and lessors to coordinate vehicle movements, confirm vehicle location, and manage damage and collection-related charges.
• Work closely with the EV Specialist team on vehicles that qualify for remarketing.
• Manage the end-to-end novation process for used vehicles sold by the EV Specialist team, turning cases around quickly and efficiently.
• Liaise with the Fulfilment team on used vehicles sold, ensuring they have up-to-date and accurate information to support a smooth delivery experience for the new driver.
• Work with Fulfilment and EV Specialist teams when customers are ordering a replacement vehicle at the end of their current salary sacrifice lease.
• Review and assess payment schedules to reduce or avoid double salary sacrifice for employees during vehicle transition periods.
• Liaise with third parties and lessors to arrange timely collection of employees’ existing vehicles, aligning collections with delivery of their new car wherever possible.

About you:

• 3+ Years experience in returns, collections, vehicle remarketing or related fields.
• Outstanding written and verbal communication skills.
• Detail-oriented professional who thrives on accuracy and accountability.
• You don’t rely on information at face value, instead cross-referencing evidence to validate every decision.
• You take ownership of every task and interaction, always closing the loop with clear next steps and deadlines.
• Cases are actively managed, and no enquiry is left unresolved.
• A creative problem solver who identifies practical alternatives when standard processes reach a dead end, escalating only with actionable recommendations that move the business forward.
• You apply rigorous data reconciliation to ensure that every detail, from dates to payment amounts to company histories, is verified before progressing a case, maintaining the highest standards of precision and trust.
• Focussed on delivering an outstanding customer experience by providing clear, definitive guidance to stakeholders.
• Clients and colleagues receive confident, actionable answers that manage expectations and uphold professional standards.

Benefits:

• Hybrid working with 2 days in the office (Hayes, London)
• 25 days holiday plus bank holidays
• Add 1 day holiday per year service + buy / sell up to 5 days each year
• Flexible work policy with options to take into account family care
• Enhanced Family Friendly Leave and Pay
• Use our own scheme to lease a vehicle through salary sacrifice and save 40-70% to drive a brand new electric car
• £500 pa. personal development budget
• £100 home office budget
• Bupa healthcare
• Equity options - own a part of the business