Key Accountable Returns Manager
The Role
We are looking for an experienced and dynamic Returns Manager to lead our end-to-end car return and estimate process. This is a full-time, permanent role operating on a 5-out-of-7 day shift pattern.
As the Returns Manager, you will be responsible for overseeing our returns operation, building and leading a high-performing team, and driving operational efficiency through data-driven performance management.
Responsibilities
* Deliver exceptional customer service during all return transactions, taking full ownership of complaints and ensuring timely, effective conflict resolution.
* Oversee the entire returns process, including damage checks, customer follow-ups, and adherence to company policies and location-specific targets.
* Ensure all team members correctly process returns using our systems and tools, maintaining consistency and compliance across the operation.
* Manage return volume planning, space coordination, and vehicle flow in collaboration with other departments to ensure operational readiness.
* Lead, train, and develop staff, providing regular performance feedback while fostering a motivated and high-performing team environment.
* Monitor return quality, damage reporting accuracy, and vehicle condition transparency to support accountability and continuous improvement.
* Analyse performance data to identify improvement opportunities that optimise efficiency, customer experience, revenue, and cost control.
Requirements
* Minimum 2 years of management or supervisory experience in car rental or a related field, with proven leadership and operational oversight.
* Strong communication, customer service, problem-solving, and analytical skills, with a professional, ethical attitude.
* Highly motivated self-starter who thrives in fast-paced environments and adapts quickly to shifting priorities.
* Proficient in Microsoft Excel, with strong time management skills and the ability to work collaboratively across diverse teams.
* Holds a full, clean Category B driving licence – essential.
Contact
For further information, please contact Sabrina at 086 127 5159