Returns Coordinator

Davies; Birmingham; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Davies Innovation Lab

Leadership training programme

Funding for professionalQualifications

Flexible benefits

Job summary

Davies Group is recruiting a Returns Team Coordinator to work in our Vehicle Replacement Group in Birmingham. The role focuses on managing the off-hire process and prioritising high-impact off-hires to benefit the business.

Full training and support are provided, and you will communicate with customers and suppliers, process off-hires, and ensure SLA adherence in a collaborative team environment. This is a full-time role based in Birmingham.

Qualifications

• Previous experience in a busy customer services role.
• Proactive in solving problems and organising own workload.
• A quick learner with a natural ability to understand processes.
• A good overall ability with technology including Microsoft Office packages.
• A good standard of education.
• Must work well within the team and use own initiative.

Responsibilities

• To ensure priority off hires are actioned first to the profit of the business.
• Communicating with customers to arrange collection of vehicles, verbally and via text/email.
• Process the Off-hire of vehicles with suppliers as per internal procedures and SLA’s.
• Contact Referrers when a customer wants to retain the vehicle or refuses to return the hire vehicle.
• Ensure abortive charges are applied for missed/uncollected vehicles and actions taken.
• Process off-hires using the company’s supply chain via the in-house system.
• Comply to all technical and regulatory processes and procedures.
• Handle incoming/outgoing emails in the Inbox and upload information to the off-hire system.
• Complete Supplier Reports and update the VRG system.
• Answer telephone calls appropriately and efficiently.
• Reports to be completed to deadline set by Team Leader.
• Action emails sent to the Off Hire Inbox.
• Process payments as required.
• Assist Team Leader.

Skills

Customer service

Problem solving

Organisational skills

Tech savvy

Team player

Education standard

Education

Good standard of education

Tools

Microsoft Office

Job description

Application Deadline: 11 September 2026

Department: Claims Management

Location: Birmingham

Description

Davies Group are looking to recruit a Returns Team Coordinator to work within our Vehicle Replacement Group team in Birmingham. This role involves managing the off-hire process of vehicles, ensuring priority off-hires are handled first to benefit the business.

At Davies, we value transferable skills and qualities that focus on what you can bring to the role. While industry experience is a benefit, it is not essential as we will provide you with full training and support when you start with us.

Full-Time: 37.5 hours per week

Location: Birmingham

What will your day look like:

• To ensure priority off hires are actioned first to the profit of the business.
• Communicating with customers to arrange collection of vehicles, both verbally and following up with text/email.
• Process the Off-hire of vehicles with suppliers as per internal procedures and SLA’s.
• Contact Referrers in instances where customer either wants to retain the vehicle or refuses to return the hire vehicle.
• Ensure any missed/uncollected vehicles have the correct abortive charges applied and are appropriately actioned by either noting the claim and accounts note added or the charging of the customer.
• Process off-hires using the company’s preferred supply chain via the in-house system.
• Comply to all technical and regulatory processes and procedures.
• Take responsibility for incoming/outgoing emails in the Inbox, ensuring all necessary action is taken including uploading information into the off-hire system.
• Complete Supplier Reports and update VRG system.
• Answering telephone calls appropriately and efficiently.
• Reports to be completed to deadline set by Team Leader.
• To action emails sent to our designated Off Hire Inbox.
• Processing of payments
• To assist Team Leader

Knowledge and Abilities:

• Previous experience in a busy customer services role.
• Proactive in solving problems and organising own workload.
• A quick learner with a natural ability to understand processes.
• A good overall ability with technology including Microsoft office packages
• A good standard of education
• Must work well within the team and use own initiative

Benefits

Career & Purpose

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

Environmental & Social

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

Financial Health

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity and adoption pay

Mental, Physical & Emotional Wellbeing

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline
• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
• Flexible working
• Dress for your day
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan