About Us:
When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club – among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers' homes and lives.
BOXT Offers:
* A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties
* A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers
* Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression
* Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products
* Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved
* Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group
Job Purpose:
To manage the returns process, contacting customers and engineers to arrange timely collection, inspection and processing of returned goods and updating systems in-line with return timescales. Responsible for minimising costs, improving efficiency, and reducing return volumes through data analysis, team leadership, and cross-functional coordination, while maintaining compliance with company policies and supplier agreements.
What You'll Do:
Returns Process & Policy
* Oversee the full lifecycle of returned goods, from initial request to final resolution
* Ensure items are categorised correctly (e.g. restockable, repairable, faulty, scrap) and handled appropriately
* Maintain visibility of all returns in progress and ensure deadlines are met
* Ensure compliance with internal returns policies, customer agreements, and manufacturer warranty terms
* Keep the returns policy up to date and ensure team understanding
Customer, Engineer & Logistics Coordination
* Contact customers and field engineers to arrange timely collections
* Liaise with fleet, logistics teams, and drivers to coordinate efficient collection schedules
* Resolve collection issues and ensure smooth communication across teams
* Build strong relationships with internal and external stakeholders
Inventory, Systems & Cost Control
* Update warehouse management systems to reflect return movements and stock status
* Authorise stock adjustments with full traceability and maintain audit-ready documentation
* Monitor system accuracy between returns, stock, and finance records
* Track and reduce the cost of returns processing, including resources, transport, rework, and disposal
* Identify and implement actions to reduce return-related costs
Returns Analysis & Continuous Improvement
* Analyse return data to identify root causes and recurring issues (e.g. product faults, transport damage, customer error)
* Provide insights and recommendations to reduce return volumes
* Suggest improvements to packaging, handling, or product information
* Work with Tech, Procurement, and Operations teams to reduce preventable returns.
Health, Safety & Compliance
* Ensure legal and safe disposal of waste, damaged, or hazardous items (e.g. lithium batteries, PV modules)
* Promote a safe working environment and ensure compliance with relevant regulations
* Ensure inspection checklists, photos, customer correspondence, and supplier claims are filed and accessible using BOXT Admin
Team Leadership & People Management
* Lead and support a team of Returns Administrators
* Provide training, coaching, and regular check-ins to ensure consistent standards
* Foster a positive team culture focused on accountability, development, and wellbeing
* Ensure adherence to standard operating procedures and company policies
Who You Are:
Essential:
* 3+ years' experience in logistics, supply chain, inventory control, or returns management
* Strong understanding of returns handling, stock control, and supplier warranty processes
* Experience managing and supporting junior staff
* Excellent communication and interpersonal skills
* Strong analytical and problem-solving skills with attention to detail
* Proficiency in inventory or warehouse management systems
* Commercial awareness and ability to monitor and reduce operational costs
* Ability to work under pressure and make decisions in a fast-paced environment
Desirable:
* Experience in the renewables, HVAC, or electrical sector
* Knowledge of products such as solar panels, heat pumps, EV chargers, and battery storage
* Previous experience in a returns or inventory control role
* Understanding of product compliance and waste handling regulations (e.g. WEEE, hazardous goods)
* Familiarity with quality assurance and warranty management
Benefits:
We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they've created a positive, welcoming environment for people to work and thrive within.
Your benefits include…
* 30 days of annual leave (plus bank holidays)
* Free tea, coffee, fruit, and breakfast
* Modern offices
* Social events
* Ongoing training and development opportunities
* Enhanced Family Friendly Benefits
* Private medical cover*
* Company pension
* Death in service benefit*