The Scouts
Returns Administrator
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Job Title: Returns Administrator
Salary: £26,199 per annum - Band C, Level 3
Location: Lancing, West Sussex
Contract Type: Permanent
Working Hours: 35 hours
About The Role
We're looking for a Returns Administrator to manage end-to-end product returns, including customer enquiries, RMA processing, quality checks, logistics coordination, stock allocation, and administrative support across the Customer Service and Production teams, ensuring all returns are handled efficiently and in line with company policy.
Main Duties
- Manage the end-to-end returns process, including refunds, exchanges, RMAs and returns administration within agreed SLAs.
- Deliver excellent customer service by handling returns enquiries and providing proactive updates throughout the returns journey.
- Investigate and resolve returns issues while working closely with Warehouse, Buying, Merchandising, Accounts and Customer Service teams.
- Monitor returns performance, maintain KPI reporting, and identify opportunities to improve processes and customer experience.
- Support wider business operations by assisting other departments and providing guidance to the Returns Assistant as required.
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What We Are Looking For
- Strong communication and customer service skills, with the ability to adapt to different situations and build positive working relationships.
- Highly organised and detail-oriented, with excellent administrative accuracy and confidence handling large volumes of data.
- Proficient in Microsoft Office (particularly Excel and Word) and experienced using databases and other IT systems.
- A proactive team player with a strong retail or customer service background, able to work independently, solve problems and perform well under pressure.
What We Offer
- A supportive, inclusive, and collaborative team environment
- Ongoing learning and professional development opportunities
- 28 days annual leave, rising to 32 days after 2 years, plus additional time off over Christmas
- Flexible working options to suit you, your role, and your team
- A double-matched pension scheme, up to 10% employer contribution
- A family-friendly approach, with generous family leave policies
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Application Details
Closing date for applications: 11:59pm Friday 24th July 2026.
Interviews will be held in person on: Wednesday 5th and Thursday 6th August 2026.
About The Scouts
The Scouts is an equal opportunities employer and we are committed to fostering an inclusive environment where everyone feels valued and empowered to contribute. We offer flexible working arrangements to support diverse needs and lifestyles, ensuring that our teams can thrive both professionally and personally. We welcome and encourage applicants from all walks of life, believing that varied perspectives strengthen our innovation and community. Your unique experiences and ideas are essential to our success, and we look forward to hearing from all voices.
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