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. You’ve probably already seen us in action, we’re trusted by Tesco, Asda, Dunelm and Iceland, just to name a few.

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!

Role Overview

As RMA (Return Merchandise Authorisation) Inspector you will be responsible for inspecting, analysing and repairing returned VoCoVo products (technical & non technical), identifying faults and ensuring that all returns are processed efficiently and accurately. This role also plays an important part in supporting the training of VoCoVo’s support partners, helping to ensure our inspection standards are clearly defined and consistently upheld in line with company guidelines.

You’ll be central to maintaining our product quality standards, reducing turnaround times and improving customer satisfaction by providing detailed feedback on returned items to internal/external key stakeholder enhance customer satisfaction by providing clear, detailed feedback on returned items to key stakeholders (both internally and externally).

Working closely with the RMA Lead, you'll also support supplier returns to ensure defective products are returned to suppliers in line with warranty agreements. As a contributor to key company initiatives, this role would suit candidates with a technical background in electronics and a mechanical aptitude, with experience in using diagnostic equipment such as multimeters and basic software tools.

We’re looking for someone with a keen eye for detail, who enjoys getting to the root of a problem. Your ability to carry out thoughtful root cause analysis, backed by clear fault data and insights, will help drive continuous improvement across VoCoVo.

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 position is an onsite position based full time at our office in Shipton-under-Wychwood, Oxfordshire.

What we're looking for

• Previous experience in RMA (Return Merchandise Authorisation) or technical inspection roles.

• A strong technical foundation in electronics, mechanical engineering (or a related field), with a hands-on approach to fault finding and diagnostics.

• Experience working with diagnostic tools and fault identification in technical products.

• Exposure to the collection and input of data, with the ability to identify trends and translate insights into meaningful improvements.

• A keen eye for detail with the ability to accurately and systematically identify, document and track faults.

• The ability to clearly communicate technical findings, escalate issues when needed and confidently convey inspection techniques and guidelines to accredited support partners and technical personnel.

• Great organisational skills to ensure the efficient management of multiple return cases, supplier interactions and the meeting of deadlines.

• Comfortable using diagnostic tools and returns management software, with strong Excel skills to support trend analysis.

• Experience in quality assurance, supplier management or training, with the ability to support process improvements and share best practices, is desirable but not essential.

What you'll do

• Perform detailed inspections of returned products to identify faults, defects or damages and repair where applicable.

• Use diagnostic tools and equipment to test and verify the functionality of returned items.

• Accurately log all findings in the returns management system, ensuring all details are captured, including fault codes and inspection notes.

• Raise immediate alerts for critical or recurring issues to the RMA Lead or relevant departments.

• Conduct root cause analysis by providing detailed fault data and business intelligence to key internal/external stakeholders.

• Work closely with the customer support and logistics teams to resolve discrepancies or incomplete return cases.

• Liaise with suppliers or manufacturers regarding defective products, warranty claims or quality concerns.

• Provide timely feedback to stakeholders to minimise disruptions in the returns process.

• Ensure all internal and support partner inspections comply with company standards, safety protocols and relevant regulations.

• Suggest improvements to the inspection and returns process to enhance efficiency and reduce errors.

• Maintain and develop standard operating procedures/inspection guidelines.

• Support the return of defective products to suppliers in accordance with warranty or service level agreements.

• Maintain accurate records of supplier returns, including product details, fault descriptions and outcomes.

• Monitor supplier performance regarding returns and escalate recurring issues to the RMA Lead.
  

Salary
Salary range: £32,000 - £38,000

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 opportunities

• 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!