Returns Coordinator

DAVIES; Park Central; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Pension contribution 5% employee + 5%+

25 days holiday (26 after 5 years, 27/

Wellbeing programme

Flexible working

Job summary

Davies Group are recruiting a Returns Team Coordinator in Birmingham to manage the off-hire process for vehicles within the Vehicle Replacement Group. You will prioritise priority off-hires and liaise with customers to arrange collection, using the in-house system to update records and complete supplier reports.

The role requires a proactive problem-solver with good Microsoft Office skills, able to work well in a team. Full-time, permanent role with training and career development opportunities.

Qualifications

• Experience in a busy customer service environment is essential.
• Ability to solve problems proactively and manage own workload.
• Fast learner with a good grasp of processes and tech.
• Proficient in Microsoft Office and office software.

Responsibilities

• Prioritise off-hires to maximise business profit.
• Contact customers to arrange vehicle collection by phone, text, and email.
• Process off-hires with suppliers per internal procedures and SLAs.
• Engage referrers when a customer wants to keep or return a vehicle.
• Apply abortive charges for missed/uncollected vehicles as needed.
• Handle off-hires using the company in-house supply chain system.
• Comply with all regulatory and internal processes.
• Manage emails in the inbox and upload information into the off-hire system.
• Complete supplier reports and update VRG system.
• Answer calls professionally and meet deadlines set by Team Leader.
• Process payments and assist the Team Leader as required.

Skills

Customer service experience

Proactive problem solving

Quick learner

Microsoft Office proficiency

Teamwork

Education

Good level of education

Tools

Microsoft Office

Job description

Returns Coordinator

Application Deadline: 11 September 2026

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Birmingham

Description

Full-Time: 37.5 hours per week

Location: Birmingham

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.

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