Customer Issue Resolution Representative

Description:

Customer Issue Resolution Representative

Location: Bracknell (Hybrid)
Pay Rate: £20.61 per hour
Working Hours: Monday - Friday, 8:00am - 4:00pm

Duration: 12 month contract

About the Role

We are looking for a proactive and customer-focused Customer Issue Resolution Representative to deliver high-quality service across dispute management, returns/credits, and credit & collections activities.

This is a hybrid role, with primarily home-based working and occasional office attendance in Bracknell for meetings as required.

You will play a key role in managing customer issues end-to-end, working with both external customers and internal teams to ensure timely resolutions and efficient accounts receivable (AR) collection.

Key Responsibilities

Manage end-to-end customer issue resolution, including disputes, returns, adjustments, and collections activities
Conduct proactive collection of overdue accounts through phone and email communication
Collaborate with customers and internal teams (including Quality and cross-functional departments) to resolve issues efficiently
Build strong relationships and maintain credibility through accurate and timely resolution processing
Work with sensitive financial data while maintaining confidentiality
Use and maintain knowledge of SAP and Salesforce systems
Investigate and resolve issues by interpreting policies, analysing data, and liaising with relevant departments
Contribute to process improvement initiatives and support team objectives
Provide training and guidance to new team members when required
Continuously develop skills in analysis, reporting, negotiation, and stakeholder engagement

Skills & Experience Required

Minimum 2 years' experience in customer service, finance, supply chain, or sales
Experience with SAP and Salesforce systems
Strong communication, analytical, and organisational skills
Ability to handle moderately complex issues using sound judgment and problem-solving skills
Confident in managing and interpreting financial data and credit processes
Excellent customer-facing skills with a professional and positive approach
Strong attention to detail with the ability to meet deadlines and maintain data accuracy
Demonstrated ability to work independently and meet team KPIs
Resilient, disciplined, and adaptable with a continuous improvement mindset
Strong negotiation and influencing skills (or willingness to develop these)
Fluent in English (additional languages are a plus)

Education

Bachelor's degree (preferred but not essential) in business, economics, or a related field
Other degree disciplines will also be considered

What We're Looking For

We're seeking someone who can:

Build strong relationships with customers and internal stakeholders
Take ownership of issues and drive them through to resolution
Work proactively to ensure timely payments and rapid complaint resolution
Thrive in a fast-paced, customer-focused environment

Why Join?

Competitive hourly rate of £20.61
Flexible hybrid working model
Opportunity to develop your skills within a global, collaborative environment
Exposure to systems, processes, and continuous improvement initiativesIf you're driven, detail-oriented, and passionate about delivering excellent customer service, we'd love to hear from you!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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