VoCoVo specialises in innovative communication solutions tailored for businesses, particularly within the retail sector. Our flagship products are designed to create a connected store experience, facilitating seamless communication among retail staff to enhance efficiency and elevate customer service. We empower teams to collaborate effortlessly and achieve their retail goals. With over 250,000 users across more than 10,000 locations in 21 countries, and recognition as one of the top 100 best small-to-medium size businesses to work for, join us on our journey As the RMA (Return Merchandise Authorisation) Lead you will be responsible for overseeing the entire returns process, ensuring efficiency, compliance, and high customer satisfaction. This position includes managing the receipt, inspection, repair, replacement and documentation of returned merchandise. The RMA Lead will work closely with customers, suppliers and internal teams to uphold service standards and ensure cost-effective and sustainable returns management. You will strive to ensure a customer-focused, efficient returns process that enhances satisfaction, loyalty, and brand reputation. By streamlining workflows, driving product quality improvements through data analysis, and scaling processes to support growth, returns will be turned into opportunities while safeguarding customer trust. Please note, to apply for this position you must be based in the UK and have the legal right to work in the UK. This role is an on-site position based at our office in Shipton-Under-Wychwood, Oxfordshire. What we're looking for Proven experience within returns management, supply chain or logistics, you will be passionate about the opportunity to Lead RMA at VoCoVo and to impact by raising the bar and defining "what good looks like". A strong understanding of warranty policies and returns processes. Great leadership qualities and an understanding of the importance of values based leadership. A data driven approach and the ability to interpret and analyse data effectively, drawing actionable insight to inform decision-making. Exceptional communication, stakeholder management and interpersonal skills. Fantastic organisational and problem-solving skills with a great bias for action. What you'll do Oversee and optimise the RMA process, including authorisation, tracking and closure of returns. Ensure timely and accurate processing of returned items in accordance with company policies and customer expectations. Manage systems and tools for tracking and reporting RMA data. Lead and train the RMA team to deliver exceptional service and operational efficiency. Assign tasks and responsibilities to RMA team members, ensuring SLA's are met alongside workload balance. Provide training and support to team members, customers and support partners to improve performance and understanding of RMA processes. Act as the first point of escalation for team and customer issues related to RMA's. Ensure clear and professional communication with customers throughout the RMA process, communicating effectively to address inquiries or resolves issues regarding returns and warranties. Ensure compliance with regulations related to product returns, warranties, and waste management (e.g, WEEE, battery regulations). Implement sustainable practices within the RMA process to minimise environmental impact. Collaborate with the Customer Service team to ensure consistent and clear communication with customers regarding returns and warranty processes. Provide ongoing training for the RMA team (UK, EU & US) to ensure efficient fault identification, accurate data capture and prompt detection of emerging or recurring issues. Continuously monitor data analytics to swiftly identify emerging trends and recurring issues, enabling proactive responses and informed decision making. Work closely with the Quality team and proactively escalate emerging trends or issues. Collaborate closely with suppliers to ensure adherence to warranty and return policies, facilitating prompt investigation of issues, clear communication of resolutions and efficient replacement of faulty goods in line with agreed SLA's. Develop and implement efficient processes and controls to ensure our global warehouses are promptly informed of hardware quality issues. Work closely with the Operations team to evaluate the quality of Goods in across all warehouses, oversee the QC process for faulty products and coordinate rework efforts to ensure seamless and efficient resolution. Track and report on RMA performance metrics, including processing times, return rates and costs. Salary Salary range: £45,000 - £55,000 Benefits 25 Days Holiday Bank Holidays (increases with years of service) Option to Buy or Sell 5 days holiday each year Sick Pay - 8 weeks full pay, 4 weeks half pay Life Assurance - (4 times basic pay) Private Medical Insurance Employee Assistance Programmes (EAP) Cycle2Work Scheme Electric Car Green Salary Sacrifice Scheme Enhanced Maternity & Paternity Package Child Care Scheme Training & Development Company Organised Events Pension (Royal London Group) 5% Employer Contribution Matched Apple MacBook, Wireless Magic Mouse and Keyboard, Monitor and Headphones Diversity and Inclusion At VoCoVo, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. We welcome applications from individuals of all backgrounds and experiences. Our commitment is to create an environment that champions equity, innovation, and collaboration, ensuring all team members can flourish. Join us in shaping the future together. We are also committed to ensuring an inclusive recruitment process, so please let us know if you need any reasonable adjustments at any stage. Company Values Embracing VoCoVo's 'VOICE' Values is important to us, shaping our collaborative and innovative culture. VALUED Our Colleagues, Customers, and Stakeholders are valued; treated with respect, empathy, and operate with honesty and integrity ONE TEAM Collaboration of all for VoCoVo’s happiness and success INNOVATION Our products are constantly evolving to tackle the pain points of retailers across the globe CUSTOMER FOCUSED Our customers love VoCoVo at every level, every interaction with us is frictionless, and we are integral to their operations EMPOWERED Our people are empowered to do the right thing and make decisions without loads of red tape If you feel this could be the right fit, apply now