Warranty & Returns Specialist (Retail Ecommerce)

Location: Shirebrook, England, United Kingdom

Company

Frasers Group operates a retail brand ecosystem spanning sports, premium, luxury, gaming, and ecommerce brands, including hirify.global and eBuyer.

What you will do

• Lead the returns and warranty function, ensuring returned products are processed efficiently and according to service expectations.
• Drive stock recovery by identifying opportunities to repair, refurbish, resell, or otherwise recover value from returned inventory.
• Manage customer refunds, warranty claims, supplier recoveries, product recalls, and technical resolutions.
• Develop commercial solutions for damaged, returned, and obsolete stock to minimise loss.
• Lead, coach, and develop the warranty and returns team while maintaining quality, productivity, and service standards.
• Analyse operational data and report on returns volumes, warranty performance, recovery rates, trends, root causes, and operational risks.

Requirements

• Proven experience managing returns, warranty, aftersales, or reverse logistics operations in a retail or ecommerce environment.
• Experience leading operational teams and driving performance.
• Strong understanding of customer service, warranty processes, and supplier management.
• Experience analysing operational data and implementing process improvements.
• Knowledge of consumer rights and relevant regulatory requirements.
• People management experience is essential.

Culture & Benefits

• Peer-nominated recognition programme with monthly awards.
• Head office employees spend one to two days each financial year in a store or warehouse to understand frontline operations.
• Free gym classes, discounted gym memberships, and access to wellbeing resources covering physical, financial, and mental health.
• Free access to the Retail Trust wellbeing helpline, counselling, and financial and legal support.
• Employee rewards linked to business performance and company values.

Hiring process

• Initial recruiter interview focused on behaviour, culture, and values.
• One or two further interviews with the hiring manager and wider team.
• Later stages may include a technical presentation or task.