Who we are:
Visual Comfort Europe is the premier resource for decorative lighting, architectural lighting and ceiling fans from the most influential designers in the world. Our mission is to bring Visual Comfort to every space and setting by harnessing the transformative power of light and design. We are proud to offer a market-leading range of premium products and designers, including Ralph Lauren, Kate Spade, AERIN, and Waterford Crystal. We strive to remain committed to beautiful design and, above all, a world-class customer experience.
We are currently seeking a Returns Assistant to join our busy, growing team. Reporting to the Operations Head Manager and working to meet daily KPIs, the role includes working closely with both internal and external customers to diagnose, troubleshoot, and resolve requests for our product range. Being able to demonstrate outstanding customer service skills and an aptitude for problem solving are key skills we are looking for in this role. The ability to remain calm under pressure and be able to spot fine details are also essential to success.
This is a fully on-site position, working Monday-Friday 9am - 5:30pm.
Job description:
- Receiving and sending emails efficiently and concisely to retain company standards.
- Diagnosing and troubleshooting requests received from high-end clients and their purchased products/potential problems.
- Creating simple but comprehensive guides that will assist in providing onsite repair for items that are sent abroad.
- Ordering components and/or full fittings with our purchasing department.
- Providing professional advise on the standards to which we provide our items to customers.
- Cataloguing requests from clients and managing them to ensure that every part of the process is documented within our system and file format.
- Raising orders and taking payments for customisations or costs for collections/deliveries.
- Confidently speaking with customers over the phone regarding their requests.
- Assessing returned products.
- Developing problem solving skills as well as product knowledge.
- Liaise with shipping department/customer on returning of product ensuring actioned in the correct manner.
- Working on personal KPI’s reviewed each quarter.
Requirements:
- Excellent numeracy and literacy skills
- Meticulous attention to detail
- Aptitude for problem-solving
- Team Player
- Communication skills, including confidence in speaking over the phone
- Experience with Microsoft Office
- Experience in analysing data and reporting in a clear and concise way
- Experience in a returns role (advantageous but not essential)
- Working with Monday.com or similar work management tools( advantageous but not essential)
- Electrical background (advantageous but not essential)
What’s in it for you?
At Visual Comfort Europe, along with being a great place to work with numerous opportunities to progress your career, we also offer a fantastic benefits package:
· 25 days holiday + bank holidays which increases with service (up to 30 days)
· A wide selection of tea, coffee and snacks
· A large employee discount on our Signature Collection products
· Health and wellbeing support via our 24/7 confidential Employee Assistance Programme
· 5% employer pension contribution as well as a salary sacrifice option
· Access to various retail discounts via the Perks at Work platform
· Two company-funded events a year
After passing probation:
· Enjoy a quarterly company and individual performance-based bonus
· Get an extra paid day off to celebrate your birthday!
· 3 Paid Personal Leave days per year for unexpected life events
· Heavily subsidised Private Medical Insurance with Bupa
· 3 days paid sick leave per year, increasing to 10 with 2 years’ service
· Continuous investment in your professional development
· Enhanced maternity and paternity leave (after 2 years’ service)
IMPORTANT: We are currently located at Lyon's Farm, Worthing, BN14 9LA but are relocating in September 2026 to Panattoni Park, Shoreham-by-Sea, BN43 5FF.
Note to Recruiters and Placement Agencies:
We have this role covered at the moment; there is no need to get in touch. We do not accept unsolicited calls or CVs and we are not responsible for any related fees. Any unsolicited CVs received will be considered property of Visual Comfort and will be processed accordingly. Thanks for your understanding.
Pay: £27,000.00-£28,000.00 per year
Application question(s):
- Do you require visa sponsorship?
- Will you be able to continue employment when we relocate to Shoreham-by-Sea?
Work Location: In person
