Returns Associate Hayes, London We have an exciting opportunity to join our Returns Team. In this role you’ll coordinate all aspects of vehicle returns, ensuring a seamless experience for employees and employers. This is a highly collaborative role, requiring strong organisation, attention to detail, and the ability to coordinate across internal teams and external partners. As the UK’s only B Corp Certified salary sacrifice provider, we’re transforming the future of electric vehicle adoption in the UK through salary sacrifice. Building on that success, we’ve launched The Charge Scheme – an innovative benefit allowing employees to save 20–50% on EV charging via salary sacrifice. Voted 4.9 on Glassdoor and certified by Welcome To The Jungle, it’s never been a more exciting time to join! Key Responsibilities: Guide employees and employers through the early termination process, clearly explaining next steps and any potential costs, while delivering a 5* customer experience. Triage incoming early termination cases to confirm they fall within the ECS risk protection terms and conditions. Liaise with third parties and lessors to coordinate vehicle movements, confirm vehicle location, and manage damage and collection-related charges. Work closely with the EV Specialist team on vehicles that qualify for remarketing. Manage the end-to-end novation process for used vehicles sold by the EV Specialist team, turning cases around quickly and efficiently. Liaise with the Fulfilment team on used vehicles sold, ensuring they have up-to-date and accurate information to support a smooth delivery experience for the new driver. Work with Fulfilment and EV Specialist teams when customers are ordering a replacement vehicle at the end of their current salary sacrifice lease. Review and assess payment schedules to reduce or avoid double salary sacrifice for employees during vehicle transition periods. Liaise with third parties and lessors to arrange timely collection of employees’ existing vehicles, aligning collections with delivery of their new car wherever possible. About you: 3 Years experience in returns, collections, vehicle remarketing or related fields. Outstanding written and verbal communication skills. Detail-oriented professional who thrives on accuracy and accountability. You don’t rely on information at face value, instead cross-referencing evidence to validate every decision. You take ownership of every task and interaction, always closing the loop with clear next steps and deadlines. Cases are actively managed, and no enquiry is left unresolved. A creative problem solver who identifies practical alternatives when standard processes reach a dead end, escalating only with actionable recommendations that move the business forward. You apply rigorous data reconciliation to ensure that every detail, from dates to payment amounts to company histories, is verified before progressing a case, maintaining the highest standards of precision and trust. Focussed on delivering an outstanding customer experience by providing clear, definitive guidance to stakeholders. Clients and colleagues receive confident, actionable answers that manage expectations and uphold professional standards. Benefits: Hybrid working with 2 days in the office (Hayes, London) 25 days holiday plus bank holidays Add 1 day holiday per year service buy / sell up to 5 days each year Flexible work policy with options to take into account family care Enhanced Family Friendly Leave and Pay Use our own scheme to lease a vehicle through salary sacrifice and save 40-70% to drive a brand new electric car £500 pa. personal development budget £100 home office budget Bupa healthcare Equity options - own a part of the business