Returns and Refurbishment Team Leader

Job description

About Us Dyson is a global technology company that transforms every category it enters with iconic inventions that work, perform and look very different – it’s about better ideas and better technologies, to solve the problems that others often ignore. Dyson is a market leader across Australia, and even with an industry-low return rate, our high volume of sales generates approximately 15,000 returns annually, a figure scaling upward alongside new product categories. Driving our core corporate values of environmental responsibility and financial efficiency, this operation treats returns as a vital resource loop rather than waste. Operating across a complex network of five internal service centres and an expanding network of third-party partners, the department is tasked with maintaining flawless inventory accuracy, managing complex consignment stock, and ensuring maximum value recovery through sophisticated reverse logistics. About the Role Reporting directly to the ANZ Service Operations Manager, the Returns & Refurbishment Team Leader oversees daily operations within Australia’s reverse logistics stream. The role leads, coaches, and supports a hands-on team to efficiently process, inspect, and adjudicate returned Dyson machines. The primary focus is maintaining fast turnarounds on genuine exchange and refund claims while ensuring safety and policy compliance. Once assessed, the position directs the physical segregation of returned stock into optimised streams, retention for refurbishment, parts harvesting, or eco-friendly recycling, balancing everyday output targets with cost and quality goals. Main responsibilities include but not limited to:- Supervise daily returns processing to ensure fast turnarounds and protect the customer experience Adjudicate customer claims, processing genuine exchanges while enforcing policies against fraud Screen returned products at intake to evaluate cost recovery and determine downstream pathways Plan and execute daily refurbishment schedules aligned with parts availability and sales demand Apply global Dyson operational standards to maintain high-quality output at the Australian plant Optimise workflow efficiencies across the entire returns lifecycle, from intake to final storage Oversee inventory controls and regular stock-counting to ensure accuracy across ANZ service plants Drive team performance to meet production yields, maintain quality, and keep refurbishment costs below $45 per unit Manage SAP-side return transactions and perform routine audits to ensure alignment with Manhattan WMS Streamline the physical flow of stock between the Taren Point facility and various DHL sites Lead, coach, and support the team to drive daily accountability and hit core operational KPIs Coordinate onboarding, daily training, team engagement, and regular performance check-ins About You To be successful in this role you will be an energetic, results-driven self-starter with a practical approach to problem-solving, solid attention to detail, and clear communication skills. You are a collaborative team builder who fosters a positive culture, easily supports staff, and builds good working relationships across the floor. Combining an engaging approach with strong organisation, you see daily tasks through to completion while successfully navigating operational challenges. Previous skills & experience Minimum 4 years of hands-on operational and team leadership experience within a warehouse, logistics, manufacturing, or supply chain environment Proven responsibility for workplace health and safety (WHS) compliance and site safety management Demonstrated track record of hitting operational and performance targets in a structured environment Experience handling customer queries, stakeholder interactions, and maintaining satisfaction standards Familiarity with basic cost tracking, resource scheduling, and operational budgets Working knowledge of SAP and Manhattan WMS (or similar warehouse management systems) alongside competent MS Office skills Benefits Outside of a competitive salary, our team members receive generous product discounts, additional paid annual leave, a generous, above market parental leave scheme and ongoing learning and development opportunities. At Dyson, our people are at the heart of everything we do. We value you bringing yourself to work and we want to deliver an employee experience that matches the quality we give to our customers. We have a vibrant and diverse culture that is geared towards recognition and realising ambition. You'll have regular social activities to take part in and you'll work with a fantastic team of people every day. #LI-VG1 Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.