Job Description

Opportunity to earn a bonus. Salary based on experience

Company Overview

Mountain Group is the fastest growing online bathroom retailer in the UK, based in Stoke-on-Trent.

Role Overview

As the Returns Processing Team Leader, you will be responsible for leading and developing a high-performing team focused on the efficient, accurate, and cost-effective handling of all returned products. You will write and maintain clear returns processes, monitor and improve workflows, and foster a culture of continuous improvement. This is a key leadership role in ensuring our returns operation supports both customer satisfaction and operational efficiency.

Key Responsibilities

Team Leadership & Development

Build, motivate, and manage a team of Returns Operatives. Set clear goals and expectations, provide ongoing coaching, and conduct regular performance reviews. Foster a team culture focused on accuracy, accountability, and continuous improvement. Identify training needs and coordinate appropriate upskilling opportunities.

Process Ownership & Improvement

Develop, document, and maintain standard operating procedures (SOPs) for all returns handling activities. Drive process improvement initiatives to reduce errors, turnaround times, and cost of returns. Monitor and analyse performance data to identify patterns, bottlenecks, and areas for refinement. Lead root-cause analysis of recurring return issues and implement corrective actions.

Operational Oversight

Oversee the intake, assessment, categorisation, and onward routing of returned goods. Ensure correct disposition of goods - resale, clearance, or disposal - in line with company guidelines. Coordinate the movement of returned stock between warehouses and clearance channels. Support real-time decision-making around reallocating returned stock to fulfil existing orders where appropriate.

Collaboration & Communication

Act as a key liaison between the Warehouse, Customer Service, and Clearance Store teams. Ensure clear communication of return policies and procedures across departments. Work closely with Customer Service to resolve return queries and process refunds accurately and promptly.

Skills & Experience

Essential:

Proven experience in a supervisory or team leader role within a warehouse or logistics environment. Excellent organisational and time management skills. Strong interpersonal and communication abilities. Ability to manage and prioritise tasks in a fast-paced setting. A continuous improvement mindset with strong problem-solving capabilities.

Desirable:

Previous experience working with returns, inventory, or stock control processes. Familiarity with warehouse management systems (WMS) or stock tracking tools. Analytical skills to interpret operational data and implement change. PPT and/or Reach Truck certification (training available if required).

Working Environment

Hands-on role in a busy warehouse setting involving manual handling and extended periods of standing/walking. Full Health & Safety and equipment training provided.

What We Offer

Competitive Wage - Depending on Experience Opportunity to earn a bonus Opportunity to lead and shape a key operational function. A collaborative and supportive working environment. Training and development pathways to enhance your leadership and operational skills.

Ready to Lead?

If you're passionate about process improvement, team leadership, and delivering operational excellence, we'd love to hear from you. Join Bathroom Mountain and play a central role in creating a smarter, more efficient returns process that contributes to our continued growth.

Job Types: Full-time, Permanent

Pay: 28,000.00 per year

Benefits:

Employee discount On-site parking
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person