Claims & Returns Coordinator

Todd Hayes Ltd; Dereham; Sur place; GBP 28 000 - 36 000; Plein temps

Résumé du poste

Todd Hayes Ltd seeks a highly organized Claims & Returns Coordinator in Dereham to manage end-to-end returns, claims and credits. This temporary role (minimum 3 months) requires close collaboration with Customer Service, Logistics, Warehouse and Finance to improve processes and KPIs.

You will drive return reduction initiatives, gather evidence for carrier claims, and maintain ERP/WMS records while reporting on performance. Office-based role near the warehouse and logistics teams.

Qualifications

• Experience in processing claims with logistics companies is essential.
• Experience in returns/claims administration and coordination.
• Strong Excel, ERP/WMS, and analytical/problem-solving abilities.

Responsabilités

• Manage the complete Return Authorization (RAN) process from request through to closure.
• Coordinate customer returns and carrier collections to ensure timely processing.
• Manage transport damage, shortage, loss and non-delivery claims and gather supporting evidence.

Connaissances

Returns & claims processes

ERP/WMS proficiency

Analytical skills

Excel

Communication skills

Outils

ERP/WMS

Description du poste

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.

HOURS

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

Knowledge, Skills & Experience

• 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

Departmental Relationships

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

Key Performance Indicators

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)

Skills, Knowledge & Experience

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

Training Requirements

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.

Personal Attributes

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

Expected Business Impact

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.