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
