Job Description

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