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Warranty & Returns Specialist

gbPosted 16 Oct 2026

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About this role

The Role : The Warranty & Returns Specialist owns eBuyer’s end-to-end returns and warranty operation, ensuring returned stock, warranty claims and customer resolutions are managed efficiently and commercially. The role is accountable for maximising stock recovery, minimising loss, improving turnaround times and delivering a high-quality customer experience. Working across Operations, Customer Services, Commercial, Supply Chain and supplier partners, the postholder drives continuous improvement, technical support and effective warranty management.

Key Responsibilities: Lead the returns and warranty function, ensuring returned products are processed effectively and in line with service expectations. Drive stock recovery initiatives, identifying opportunities to repair, refurbish, resell or recover value from returned inventory. Develop commercial solutions for damaged, returned or obsolete stock to minimise loss and maximise recovery. Oversee customer refunds, warranty claims and supplier recoveries, ensuring timely resolution and accurate tracking.

Build strong relationships with suppliers and manufacturers to support warranty resolutions, product recalls and technical guidance. Lead, coach and develop the warranty and returns team, ensuring high standards of quality, productivity and service. Analyse returns and warranty data, identifying trends, root causes and opportunities to improve product quality and customer experience. Provide reporting and insights to senior stakeholders on returns volumes, warranty performance, recovery rates and operational risks.

Partner with Customer Services to deliver efficient and customer-focused resolutions. Provide technical support and expertise to internal teams, sharing best practice and supporting informed product decisions. Proven experience managing returns, warranty, aftersales or reverse logistics operations within a retail or ecommerce environment. Experience leading operational teams and driving performance. Strong understanding of customer service, warranty processes and supplier management.

Experience analysing operational data and implementing process improvements. Knowledge of consumer rights and relevant regulatory requirements. People management experience essential. Along with your benefits package we also offer a wide range of perks for our colleagues: Frasers Champion - Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have lived the Frasers Group values.

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Retail Reconnect - In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, head office employees will gain insights by spending one to two days in one of our stores or the warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.

Fearless 1200 - Fearless 1200 is our way of recognising our growth. It’s bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded – check out the video link to find out more - https://www.youtube.com/watch?v=O0qmvJofMew Employee Welfare Frasers Fit - Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs.

Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free. Retail Trust - We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity.

This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support. What’s next? Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focussed and centred around how you align with our Culture and Values.

If successful we anticipate one or two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action. At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Why join us? Our vision - we are building the planet’s most admired and compelling brand ecosystem Our purpose - we are elevating the lives of the many with access to the world’s best brands and experiences At Frasers Group, we fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled.

To be able to make the most of it you need to live and breathe our principles: Own it and back yourself - Own the basics, own your role and own the result Think without limits - Think, think fast, think fearlessly Be relevant - Relevant to our people, our partners and the planet Are you ready to join the Fearless?

Source listing: smartrecruiters_frasersgroup

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