Returns & Refurbishment Assistant

About this role

As a Returns & Refurbishment Assistant, you will play a key role in ensuring returned products are processed efficiently, accurately, and in line with agreed service levels. Supporting the end-to-end returns journey, you'll help maximise product recovery, maintain inventory accuracy, and contribute to a positive customer experience through timely resolution of returns and device refurbishment activities. Reporting to the Returns & Refurbishment Manager, success in this role means consistently meeting processing targets, maintaining high standards of quality and accuracy, and supporting the smooth operation of the returns and refurbishment function.

This role is based in our Crewe office , working Monday to Friday, 8:30am to 5:00pm . Your responsibilities day to day will be… Process returned products accurately and within agreed service level agreements (SLAs), ensuring all records and systems are updated correctly. Inspect, test and refurbish returned devices, accurately categorising stock to maximise recovery and resale opportunities. Configure and prepare hardware for deployment, supporting the Dispatch team with operational requirements.

Manage returns-related queries through the shared email inbox, resolving issues promptly and escalating where appropriate. Support goods-in activities by following established procedures and collaborating with the Inventory team to maintain stock accuracy. Maintain high standards of quality, organisation, and attention to detail across all returns and refurbishment activities. Assist in onboarding and coaching new team members on returns processes, systems, and best practices.

Follow all Health & Safety, manual handling, and company compliance procedures to ensure a safe working environment. Essential Skills & Experience Strong attention to detail with the ability to accurately inspect, assess and record device condition and test results. Experience working in a process-driven environment, following documented procedures and quality standards. Experience using computer systems for data entry, record keeping and updating operational systems.

Proven ability to manage workload effectively and work to productivity, quality and service targets. Strong organisational skills with the ability to prioritise tasks and maintain accuracy under pressure. Effective communication skills and the ability to work collaboratively as part of a team. Flexible and adaptable approach with a willingness to learn new systems, technologies and processes and support the wider team activities Desirable Skills & Experience Previous experience in returns processing, reverse logistics or product refurbishment.