Returns & Refurbishment Assistant

• Department:
  Customer Service & Operations

We’re an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity and technology solutions. We support our customers with a range of products and services to meet their needs.

Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we’re committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.

This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.

As a Returns & Refurbishment Assistant, you will play a key role in ensuring returned products are processed efficiently, accurately, and in line with agreed service levels. Supporting the end-to-end returns journey, you'll help maximise product recovery, maintain inventory accuracy, and contribute to a positive customer experience through timely resolution of returns and device refurbishment activities.

Reporting to the Returns & Refurbishment Manager, success in this role means consistently meeting processing targets, maintaining high standards of quality and accuracy, and supporting the smooth operation of the returns and refurbishment function.

This role is based in our Crewe office
, working Monday to Friday, 8:30am to 5:00pm
.

Your responsibilities day to day will be…

• Process returned products accurately and within agreed service level agreements (SLAs), ensuring all records and systems are updated correctly.
• Inspect, test and refurbish returned devices, accurately categorising stock to maximise recovery and resale opportunities.
• Configure and prepare hardware for deployment, supporting the Dispatch team with operational requirements.
• Manage returns-related queries through the shared email inbox, resolving issues promptly and escalating where appropriate.
• Support goods-in activities by following established procedures and collaborating with the Inventory team to maintain stock accuracy.
• Maintain high standards of quality, organisation, and attention to detail across all returns and refurbishment activities.
• Assist in onboarding and coaching new team members on returns processes, systems, and best practices.
• Follow all Health & Safety, manual handling, and company compliance procedures to ensure a safe working environment.

• Strong attention to detail with the ability to accurately inspect, assess and record device condition and test results.
• Experience working in a process-driven environment, following documented procedures and quality standards.
• Experience using computer systems for data entry, record keeping and updating operational systems.
• Proven ability to manage workload effectively and work to productivity, quality and service targets.
• Strong organisational skills with the ability to prioritise tasks and maintain accuracy under pressure.
• Effective communication skills and the ability to work collaboratively as part of a team.
• Flexible and adaptable approach with a willingness to learn new systems, technologies and processes and support the wider team activities
• Previous experience in returns processing, reverse logistics or product refurbishment.
• Experience testing, diagnosing or repairing mobile phones, tablets, laptops or other electronic devices.
• Experience using warehouse management, inventory or asset-tracking systems.
• Experience working in a quality assurance, quality control or regulated operational environment.
• Understanding of customer returns processes and return merchandise authorisation (RMA) procedures.
• Experience working to key performance indicators (KPIs), service level agreements (SLAs) or productivity targets.
• Knowledge of stock control, inventory management…