Job Description

Customer Issue Resolution (CIR) Representative

Bracknell - Remote but need to be able go to site for meetings & catch up's

£20.62 per hour (£40,200 per annum equivalent)

12-month initial contract

We are currently recruiting for a Customer Issue Resolution (CIR) Representative to join a fast-paced, customer-focused environment. This role is responsible for delivering high-quality services across disputes, returns/credits, and credit & collections management, ensuring efficient resolution of customer issues and timely cash flow.

This is a customer-facing role, requiring direct interaction with external customers, internal teams, and cross-functional stakeholders to drive effective outcomes. The successful candidate will demonstrate a strong understanding of business processes, with the ability to interpret data and translate it into clear, actionable solutions.

Key Responsibilities

Manage end-to-end CIR activities, including billing disputes, returns, credit adjustments and collections

Handle customer issues relating to billing, collections, and dispute management, ensuring timely resolution

Perform proactive collection activity on overdue accounts, following defined credit policies and procedures

Partner with customers and internal teams (such as quality and operations) to resolve delinquent or disputed accounts

Build strong relationships with customers, maintaining credibility and trust through accurate and timely communication

Accurately log, track and manage cases using SAP and Salesforce systems

Interpret policies, investigate root causes, and implement effective solutions

Handle sensitive and confidential financial data with professionalism and discretion

Work independently to meet targets and objectives, escalating complex or unusual issues where required

Skills & Experience

Proven experience within customer service, collections, or customer operations environments

Experience managing disputes, returns, credits, or accounts receivable processes

Strong working knowledge of SAP and Salesforce

Excellent problem-solving and issue resolution skills

Strong communication skills, with the ability to engage internal and external stakeholders

Ability to manage a high volume of queries in a structured environment

High attention to detail and strong organisational skills

Additional Responsibilities & Development

Contribute to process improvement initiatives and operational excellence programmes

Support onboarding and training of new team members where required

Develop knowledge of credit policies, reporting, and financial processes

Opportunity to become a subject matter expert (SME) or system "super-user"

Participate in team initiatives and continuous improvement activities

What's on Offer

Competitive hourly rate

12-month initial contract with potential to extend

Opportunity to gain experience in a highly process-driven environment

Exposure to leading systems including SAP and Salesforce

ECS Recruitment Group Ltd is acting as an Employment Business in relation to this vacancy