Customer Issue Resolution Representative

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

• 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 initiatives

Adecco Group UK & Ireland is an Equal Opportunities Employer.

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