Claims & Returns Coordinator

Our highly reputable client, based in Dereham, are currently seeking a Claims & Returns Coordinator to join their team. This is on a temporary basis for a minimum of 3 months based in Dereham, potentially leading to a permanent opportunity for the right candidate. The Claims & Returns Coordinator is responsible for the end-to-end management, administration and continuous improvement of customer returns, carrier collections and transport claims processes.

The role acts as the central coordination point between Customer Service, Logistics, Warehouse, Finance, Sales and external carriers to ensure returned goods, collection activities, customer credits and claims recoveries are managed efficiently and professionally. The position will also drive return reduction initiatives, identify root causes, improve customer experience, maximize recovery of costs from carriers and customers, and provide KPI reporting and governance across the returns and claim function.

This is an office-based role to be close to the warehouse returns and logistic teams.

Monday – Thursday, 08:30 – 17:00 Friday: 08:30 – 16:00

• Manage the complete Return Authorization (RAN) process from request through to closure.
• Coordinate customer returns and carrier collections.
• Manage transport damage, shortage, loss and non-delivery claims.
• Gather evidence and submit claims within carrier deadlines.
• Track claim progress and maximize recoveries.
• Maintain ERP/WMS return records.
• Produce KPI reports and trend analysis.
• Conduct root cause analysis and implement corrective actions.
• Support customer credits and recharge processes.
• Drive continuous improvement initiatives.

Experience in processing claims with logistics companies such as DPD, DHL, etc, is essential

Customer Service, Logistics, Warehouse/Goods In, Finance, Sales, External Carriers and Suppliers.

KPIs in detail:
Carrier claims tracker (claim a % of the damage against lost value caused by carrier) Inhouse error tracker by department (set targets by department to cut down errors) Service level tracker (set clear target for processing time from start to finish) Customer respond time tracker (from receipt of request to raising the return)

Experience in logistics, returns, claims or customer service administration. Strong Excel, ERP/WMS, communication, analytical and problem-solving skills.

Product and warranty knowledge, RAN process training, carrier booking systems, claims management, ERP/WMS systems, customer service, GDPR, Health & Safety, KPI reporting and root-cause analysis.

Highly organized, detail-oriented, customer-focused, commercially aware, proactive, and resilient.

Provide dedicated ownership of returns and claims, improve customer experience, increase cost recoveries, reduce avoidable losses, and deliver measurable ROI through improved process control and accountability.

A full UK driving Licence is required for this role.

Todd Hayes Ltd is an equal opportunities employer.