Returns Coordinator

TL;DR

Returns Coordinator (Logistics/Claims): Managing the vehicle off-hire process and coordinating collections with customers and suppliers with an accent on efficiency and SLA compliance. Focus on optimizing priority off-hires to maximize business profit and ensuring accurate charging for uncollected vehicles.

Location: Onsite in Solihull / Birmingham

Company

A specialist professional services and technology firm partnering with leading insurance and highly regulated global businesses to manage risk and transform core processes.

What you will do

• Manage priority off-hire processes to optimize business profit.
• Coordinate vehicle collections with customers via phone, email, and text.
• Process vehicle off-hires with suppliers in accordance with internal SLAs and procedures.
• Handle disputes and refusals regarding vehicle returns in collaboration with referrers.
• Apply abortive charges for missed collections and manage corresponding account notes.
• Maintain the in-house off-hire system and generate regular supplier reports.

Requirements

• Previous experience in a busy customer services role.
• Proactive approach to problem-solving and workload organization.
• Ability to quickly learn and implement technical processes.
• Proficiency in Microsoft Office packages.
• Strong teamwork skills and ability to use own initiative.

Culture & Benefits

• Career growth through a leadership training programme and funding for professional qualifications.
• Financial security with life assurance and a pension scheme (5% employer contribution).
• Health and wellbeing support including a 24/7 confidential helpline and a dedicated wellbeing centre.
• Generous leave package starting at 25 days holiday, increasing with tenure.
• Practical perks including cycle to work scheme, lease car salary sacrifice, and high street discounts.

Hiring process

• Application, CV review, and initial phone call.
• Interview stage.
• Offer and hiring.