Returns Team Leader

Oliver Bonas; Greater London; On-site; GBP 28,000 - 35,000; Full time

Benefits offered by this job

Employee discount up to 50%

Free access to 24h employee assistance

Flexible holiday (30-35 days)

Job summary

Oliver Bonas in Chessington is seeking a proactive Returns Team Leader to manage a team of Returns Assistants. You will ensure returns are received, checked, and processed accurately to SLA, while minimising discrepancies through audits and investigations.

You will collaborate with the Head of Fulfilment and Returns to review processes, drive productivity, and implement improvements across stores and fulfilment. A hands-on leader who motivates the team to hit KPI targets is essential.

Qualifications

• Strong leadership skills with the ability to lead by example.
• Excellent communication and influencing abilities.
• Analytical mindset with ability to review processes and drive improvements.
• Ability to work under pressure and manage priorities.

Responsibilities

• Receive returned stock from website and stores and ensure accurate processing.
• Record returns data promptly, analyze damaged stock trends, and feedback to departments.
• Complete paperwork and update systems to reflect processed stock.
• Redistribute stock to correct locations in warehouse, web fulfilment, and stores.
• Collaborate with Finance to verify inventory moved to quarantined locations.
• Coordinate with Customer Service to ensure documentation supports refunds within SLA.
• Understand and utilise systems (Peoplevox, Futura, Magento).
• Review returns processes to improve productivity and efficiency.
• Conduct 1:1 coaching with team to meet targets and develop staff.

Skills

Leadership

Team management

Communication

Analytical

Problem-solving

Tools

Excel

Word

PowerPoint

Job description

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.

A bit about us

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 at OB. We 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.

More about the role

An OB Returns Team Leader will:

• 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
• Implement KPI's to ensure the team achieve agreed productivity targets in all returns tasks.

Benefits

• 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.
• 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.
• Education and support throughout 360 eLearning platform.

What we look for:

• 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.
• Must have a positive and professional manner.
• Good attention to detail.
• Intermediate Excel, Word and Power point skills.

Equity, Diversity & Inclusion at OB:

At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equity, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work.

It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.

Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme.

To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity