Returns Controller presso BOXT Limited

About Us:

When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club – among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers' homes and lives.

BOXT Offers:

• A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties
• A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers
• Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression
• Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products
• Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved
• Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group
  
  

Job Purpose:

To manage the returns process, contacting customers and engineers to arrange timely collection, inspection and processing of returned goods and updating systems in-line with return timescales. Responsible for minimising costs, improving efficiency, and reducing return volumes through data analysis, team leadership, and cross-functional coordination, while maintaining compliance with company policies and supplier agreements.

What You’ll Do:

Returns Process & Policy

• Oversee the full lifecycle of returned goods, from initial request to final resolution
• Ensure items are categorised correctly (e.g. restockable, repairable, faulty, scrap) and handled appropriately
• Maintain visibility of all returns in progress and ensure deadlines are met
• Ensure compliance with internal returns policies, customer agreements, and manufacturer warranty terms
• Keep the returns policy up to date and ensure team understanding

Customer, Engineer & Logistics Coordination

• Contact customers and field engineers to arrange timely collections
• Liaise with fleet, logistics teams, and drivers to coordinate efficient collection schedules
• Resolve collection issues and ensure smooth communication across teams
• Build strong relationships with internal and external stakeholders

Inventory, Systems & Cost Control

• Update warehouse management systems to reflect return movements and stock status
• Authorise stock adjustments with full traceability and maintain audit-ready documentation
• Monitor system accuracy between returns, stock, and finance records
• Track and reduce the cost of returns processing, including resources, transport, rework, and disposal
• Identify and implement actions to reduce return-related costs

Returns Analysis & Continuous Improvement

• Analyse return data to identify root causes and recurring issues (e.g. product faults, transport damage, customer error)
• Provide insights and recommendations to reduce return volumes
• Suggest improvements to packaging, handling, or product information
• Work with Tech, Procurement, and Operations teams to reduce preventable returns.
  

Health, Safety & Compliance

• Ensure legal and safe disposal of waste, damaged, or hazardous items (e.g. lithium batteries, PV modules)
• Promote a safe working environment and ensure compliance with relevant regulations
• Ensure inspection checklists, photos, customer correspondence, and supplier claims are filed and accessible using BOXT Admin

Team Leadership & People Management

• Lead and support a team of Returns Administrators
• Provide training, coaching, and regular check-ins to ensure consistent standards
• Foster a positive team culture focused on accountability, development, and wellbeing
• Ensure adherence to standard operating procedures and company policies
  
  

Who You Are:

Essential:

• 3+ years’ experience in logistics, supply chain, inventory control, or returns management
• Strong understanding of returns handling, stock control, and supplier warranty processes
• Experience managing and supporting junior staff
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills with attention to detail
• Proficiency in inventory or warehouse management systems
• Commercial awareness and ability to monitor and reduce operational costs
• Ability to work under pressure and make decisions in a fast-paced environment

Desirable:

• Experience in the renewables, HVAC, or electrical sector
• Knowledge of products such as solar panels, heat pumps, EV chargers, and battery storage
• Previous experience in a returns or inventory control role
• Understanding of product compliance and waste handling regulations (e.g. WEEE, hazardous goods)
• Familiarity with quality assurance and warranty management

Benefits:

We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they’ve created a positive, welcoming environment for people to work and thrive within.

Your benefits include…

• 30 days of annual leave (plus bank holidays)
• Free tea, coffee, fruit, and breakfast
• Modern offices
• Social events
• Ongoing training and development opportunities
• Enhanced Family Friendly Benefits
• Private medical cover*
• Company pension
• Death in service benefit*