Return Instruction Support Assistant

HRS Talent Solutions; Leeds; Remote; GBP 36,000 - 39,000; Full time

Job summary

HRS Talent Solutions is seeking a Return Instruction Support Assistant to help customers locate and follow the company’s online return process. This remote role offers flexible hours and focuses on guiding customers through standard steps.

You will verify order references, apply the correct guidance, and answer routine questions without deciding refunds or creating labels. Strong written communication and careful record-keeping are essential for accurate handoffs and customer satisfaction.

Qualifications

• Experience in customer service or returns processes.
• Ability to follow written return guidance and update case records.
• Excellent written communication and empathy when replying to customers.

Responsibilities

• Check the order reference and identify the applicable guidance.
• Answer routine written questions and direct customers to the correct return steps.
• Do not decide refunds or issue labels without employer authorization.
• Read the request, establish the stage, and respond accordingly.
• Escalate to the appropriate team when needed and avoid improvisation.
• Record the customer’s question and the guidance provided for handoffs.

Skills

Customer service

Written communication

Empathy

Job description

Return Instruction Support Assistant

Customer Service · Returns Guidance · Remote · Full-time or part-time
£26.25–£28.25 per hour

A return can become unnecessarily difficult when a customer cannot find the approved steps or receives instructions for the wrong item. The Return Instruction Support Assistant helps people locate and follow the company’s existing online return process.

You would check the order reference, identify the guidance that applies and answer routine written questions. You would not decide whether a disputed item qualifies for a refund, make an exception to policy or issue a label without the employer’s authorisation.

Read the request before sending the steps

One customer may need the link to start a standard return; another has already submitted a request and wants to know what happens next. Sending both people the same first-step message would be unhelpful. You would read the record and previous communication, establish which stage the person has reached, and respond accordingly. If the return is pending an internal decision, say that it is being reviewed rather than claiming it has been approved. That honesty is part of good customer service.

The employer may provide a help page, an online form and approved messages for common questions. You would learn when to point a customer to the form and when to ask for a missing order reference. If an online link fails or instructions on two pages disagree, flag the discrepancy to the content owner. You should not improvise a new returns route through a personal email address merely to get a request moving.

First establish the stage:

• No request has yet been submitted and the person needs the approved starting page.
• A request exists but a routine next step is unclear to the customer.
• A case is awaiting a decision or another team’s answer.

Those situations call for different messages. Recording the stage avoids sending the start link to someone who has already used it.

A routine case might include:

• Checking the order reference and the stage already recorded.
• Directing a new request to the correct online return instructions.
• Explaining where an approved label or document can be found.
• Asking for a specific missing detail when a request cannot be located.
• Recording the customer’s question and the guidance supplied.
• Passing a disputed eligibility or refund question to the authorised team.
• Noting a broken link or confusing instruction for a colleague to correct.

There is a difference between describing a process and interpreting a policy. You can explain the steps the organisation has published and help a person find their own request. If a customer says their circumstances fall outside those steps, you would capture the facts they provide and send the case for a decision. A useful handoff identifies the order, the customer’s question and the stage already completed. It should not describe the customer as approved or denied before a decision-maker has reviewed the issue.

Refer onward when a person asks for:

• An exception to the published return conditions.
• A decision about a refund or replacement.
• An interpretation of conflicting guidance.

You can still acknowledge the question and say it has been sent to the appropriate team. That is a complete communication step even when the final answer is pending.

This work involves online messages and a case record. It may include several conversations waiting for different next steps, so a short current note helps. You should be comfortable writing with empathy, especially when a person is disappointed or confused. The employer will train you on its systems, approved guidance and boundaries. Prior returns or office administration experience would be useful, but it is not necessary. Applicants new to customer service are welcome if they can follow a written process and communicate plainly.

This remote position can be arranged for full-time or part-time hours. A quiet home office helps when you compare a customer’s message with the order record and help page. The hourly range is £26.25–£28.25. No independent refund authority is part of this introductory role.