Returns Team Leader Oliver Bonas Chessington

We have an amazing opportunity for a Returns Team Leader to join Team OB in our Warehouse here in Chessington.

35 hours - Monday to Friday

AM 6:45am-14:45pm

PM 14:45pm-22:45pm (Thursday 14:30pm-22:30pm)

Our Returns Department works a 2-shift system, so this role will be based around a 1 week rotating shift pattern for the AM and PM shift times, you will need to be able to work flexibly during peak periods which may include weekends.

As a Returns Team Leader at OB you will be responsible for ensuring all returns are received, checked, and processed accurately and to agreed service level agreements. You will resolve and minimise discrepancies by following audit trails and carrying out thorough investigations with the Stock Returns Assistants.

Reporting into the Head of fulfilment and returns, you will work in collaboration to review the returns processes, analysing productivity and efficiencies for both stores and fulfilment, and identifying areas of improvement.

You will manage a team of Returns Assistants where you will delegate accordingly, providing clear guidance and direction, along with providing performance feedback through team 1:1 meetings. You will have a hands on approach and will lead by motivating and Inspiring the team to meet their KPI’s.

Oliver Bonas is an independent British lifestyle store. We are proud to call ourselves Team OB and believe Oliver Bonas is a truly special place to work. Our company values are Work Hard, Play Hard & Be Kind, and these values sit at the heart of every role here  are passionate and provide everyone with a fun place to work. Working at OB is more than just a job;

it’s somewhere to build a career you are passionate about.

• Receive returned stock from website via external carrier services and store via our internal drivers and external carrier services.
• Ensure that all returns data is recorded accurately and promptly, including damaged stock trend analysis, feeding back to relevant departments
• Complete all associated paperwork and system updates to ensure the stock has been processed accurately
• Redistribute stock to the relevant pick locations in the warehouse, web fulfilment and stores
• Work closely with the Finance team ensuring that all inventory moved to quarantined locations by the Stock Returns team is accurate, using a variety of audits and reporting tools
• Work with the Customer Service team to ensure that all paperwork produced from the fulfilment returns process is accurate for refund purposes and within agreed SLA’s
• Gain a full understanding of the warehouse management system (peoplevox), the stores EPOS system (Futura) and the ecommerce platform (Magento)
• Review all returns processes to establish productivity and efficiency improvements for both stores and fulfilment
• Conduct the teams 1:1’s with the support of the Head of Fulfilment and returns, where you will provide coaching and constructive feedback on performance
• Implement KPI’s to ensure the team achieve agreed productivity targets in all returns tasks
• Positively create an inclusive environment for your team to thrive

• Generous employee discount up to 50% off all OB products
• Free access to our 24 hour employee assistance programme with Omnia Health – offering financial, emotional and vocational support
• Flexible holiday – 30 (including bank holidays) – increasing to 35 days with length of service
• Annual discretionary profit related bonus scheme
• Auto-enrolment into our pension plan
• Free access to our onsite gym
• Cycle to work scheme
• Refer a Friend incentive
• Quarterly free lunch
• Enhanced maternity, paternity, adoption and shared parental leave
• Equity, Diversity and Inclusivity Voice network and EDI team
• Mental Health First Aider support
• Education and support throughout 360 eLearning platform

• Confident communicator with the ability to influence and persuade
• Strong leadership skills with the ability to lead by example
• Strong organisational and analytical skills
• Approachable and adaptable
• Patient and calm
• Able to work under pressure
• Team player
• Must have a positive and professional manner
• Good attention to detail
• Intermediate…