Contact Centre Agent

CitySprint; Greater London; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave

Enhanced maternity/paternity leave

Mental health support

Healthcare benefits

Family-friendly days

Death in service cover

Job summary

CitySprint is seeking a Contact Centre Agent in London to support customers across phone, email and digital channels. You will resolve queries at first point of contact and uphold SLAs and KPIs.

This full-time maternity cover role offers 25 days holiday, enhanced family leave and wellbeing benefits, with DBS check. You will work Monday to Friday, 8 am to 5 pm, in our London office, providing reliable service and accurate booking updates.

Qualifications

• Experience in a fast-paced contact centre or customer service environment.
• Professional telephone manner and strong listening skills.
• Ability to multitask and stay organised under pressure.
• Comfort with computer systems and digital channels.
• Punctual, reliable, and accountable.
• DBS check required.

Responsibilities

• Handling inbound calls, emails, and digital queries from customers
• Resolving queries at first point of contact where possible
• Managing escalations in line with internal processes
• Monitoring shared inboxes and responding proactively
• Maintaining high standards of customer service across all interactions
• Meeting KPIs including call handling time, wrap time, and quality standards
• Providing updates to customers on bookings, issues, or exceptions
• Ensuring all interactions are recorded accurately in internal systems

Skills

Customer service

Phone etiquette

Active listening

Multitasking

Digital channels

Time management

Tools

Microsoft Office

Job description

Location: London

Salary: £26,811.20

Hours: Full time, Monday to Friday 8 am to 5 pm

Contract: This is a maternity cover for 12 months

What You'll Get At CitySprint

• 25 days' annual leave plus bank holidays, and a day off for your birthday
• Enhanced maternity and paternity leave
• Free access to mental health support, including 1:1 therapy
• Healthcare and wellbeing benefits
• Extra family-friendly days for key life moments, plus death in service cover

The role

This role sits at the heart of our Contact Centre operation. As a Contact Centre Agent, you'll be the voice of CitySprint, supporting customers across phone, email, and digital channels. You'll resolve queries at first point of contact, ensuring a professional, efficient, and customer-focused experience in line with agreed SLAs and KPIs.

Why CitySprint

What we do matters - from everyday deliveries to time-critical services - and this role helps ensure our customers receive the support they need, when it counts. You'll play a key role in delivering excellent service and maintaining strong customer relationships.

Who We Are

CitySprint is a UK-wide logistics business delivering same-day and time-critical services for customers who need things done right, first time. We work at pace, rely on good judgement, and trust our people to take ownership. As part of the DPD and wider Geopost group, we combine the backing and stability of a global network with the agility and focus of a specialist business.

What You'll Be Doing

• Handling inbound calls, emails, and digital queries from customers
• Resolving queries at first point of contact where possible
• Managing escalations in line with internal processes
• Monitoring shared inboxes and responding proactively
• Maintaining high standards of customer service across all interactions
• Meeting KPIs including call handling time, wrap time, and quality standards
• Providing updates to customers on bookings, issues, or exceptions
• Ensuring all interactions are recorded accurately in internal systems

What We're Looking For

• Experience in a fast-paced contact centre or customer service environment
• Confident communicator with a professional telephone manner
• Strong listening and problem-solving skills
• Ability to multitask and remain organised under pressure
• Comfortable working across systems and digital channels
• Flexible and adaptable approach to changing priorities
• High levels of punctuality, reliability, and accountability
• Basic Microsoft Office skills

All successful candidates will be required to complete a DBS check.