Key Role in Returns Management
We are seeking a highly motivated individual to fill the role of Returns Manager.
This is an exciting opportunity for a professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer service.
Job Overview
The Returns Manager will oversee the entire vehicle return process, ensuring a seamless and efficient experience for customers.
They will lead and develop their own team, driving operational excellence and continuous improvement through effective training, performance management, and the use of key performance indicators (KPIs) and metrics.
Responsibilities:
* Provide outstanding customer service and manage customer complaints with professionalism and care.
* Take full ownership of the returns process, ensuring compliance with damage check-in procedures and location targets.
* Ensure staff are effectively using company systems and tools to manage returns.
* Collaborate with other departments to ensure operational readiness and efficient vehicle flow.
* Monitor team performance, identify areas for improvement, and implement solutions to optimise operations.
* Maintain accurate and transparent reporting on vehicle condition and damage.
* Recruit, train, and develop team members, providing regular feedback and performance evaluations.
* Manage return volumes, space allocation, and vehicle movement to valet areas.
* Create and manage staff rosters for both Eastlands and Terminal return depots.
* Uphold all company policies, procedures, and health & safety standards.
* Perform additional duties as required.
Requirements
* Minimum 2 years of management or supervisory experience in car rental or a similar industry.
* Strong leadership, communication, and problem-solving skills.
* Proficiency in Microsoft Excel.
* Highly motivated, adaptable, and capable of managing multiple priorities.
* A team player with a proactive, can-do attitude.
* Full license.
* Fluent in written and spoken English.
Key Qualifications
As a successful candidate, you will have the following qualifications:
* Leadership skills: Proven ability to motivate and inspire team members to achieve their best.
* Communication skills: Excellent verbal and written communication skills, with the ability to build strong relationships with colleagues and customers.
* Problem-solving skills: Ability to think critically and make sound decisions in a fast-paced environment.
* Organisational skills: Highly organised and able to manage multiple tasks and priorities.
Benefits
As a valued member of our team, you will receive the following benefits:
* Competitive salary and benefits package.
* Opportunities for career development and progression.
* A dynamic and supportive work environment.