Courier Engagement Administrator

CitySprint; Greater London; On-site; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Annual leave + birthday day off

Enhanced parental leave

Mental health support

Healthcare benefits

Family-friendly days

Job summary

CitySprint is seeking a Courier Engagement Administrator in London to support the Courier Engagement Team Leader and deliver an outstanding experience for courier partners. You will build strong relationships, provide guidance, and help maintain the smooth operation of our courier network.

You will handle day-to-day queries, maintain records, and contribute to engagement campaigns while upholding CitySprint's service standards and DBS requirements for successful candidates.

Qualifications

• Previous experience in a customer-focused, engagement, administration or support role.
• Excellent communication and relationship-building skills.
• Strong customer service skills with a proactive approach to problem solving.
• Excellent organisational skills and attention to detail.
• Ability to manage workload and meet deadlines in a fast-paced environment.
• Comfortable using systems and maintaining accurate records.
• Ability to work independently and as part of a team.
• Positive, adaptable approach with a willingness to learn and develop.
• Good working knowledge of Microsoft Office.
• Ability to prioritise tasks and respond effectively to changing business needs.
• Experience dealing with a high volume of queries would be advantageous.

Responsibilities

• Managing day-to-day engagement queries from courier partners and internal stakeholders.
• Acting as a key point of contact for couriers, providing support and guidance.
• Building and maintaining positive relationships with courier partners across the network.
• Supporting courier engagement initiatives and communication campaigns.
• Maintaining accurate records and updating systems in line with company processes.
• Monitoring feedback and identifying opportunities to improve the courier experience.
• Working closely with operational teams to resolve courier queries and concerns.
• Escalating issues where appropriate and ensuring timely resolution.
• Supporting the team in delivering a positive and professional service.
• Assisting with continuous improvement of engagement processes and procedures.

Skills

Customer service

Communication

Relationship-building

Organisational skills

Problem solving

Attention to detail

Time management

Teamwork

Independent worker

Prioritisation

Tools

Microsoft Office

Job description

• 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

Location: London

Salary: £26,811.20

Hours: 40 hours

Shifts: Monday - Friday , 8 am to 5 pm

Contract: Permanent

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 supports the Courier Engagement Team Leader and sits at the heart of our courier operations. As a Courier Engagement Administrator, you'll help deliver an outstanding experience for our courier partners, building strong relationships and providing support throughout their journey with CitySprint while delivering a 'Class A' service.

Why CitySprint

What we do matters, from everyday deliveries to time-critical services, and this role helps ensure our courier partners remain engaged, supported and connected to our business. You'll play a key role in enhancing the courier experience, strengthening relationships and supporting the success of our courier network.

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.

We're also part of DPD and the wider Geopost group, which gives us the backing, scale and stability of a leading international delivery network - while CitySprint remains very much its own business, with a distinct focus and pace.

What You'll Be Doing

• Managing day-to-day engagement queries from courier partners and internal stakeholders
• Acting as a key point of contact for couriers, providing support and guidance
• Building and maintaining positive relationships with courier partners across the network
• Supporting courier engagement initiatives and communication campaigns
• Maintaining accurate records and updating systems in line with company processes
• Monitoring feedback and identifying opportunities to improve the courier experience
• Working closely with operational teams to resolve courier queries and concerns
• Escalating issues where appropriate and ensuring timely resolution
• Supporting the team in delivering a positive and professional service
• Assisting with continuous improvement of engagement processes and procedures

What We're Looking For

• Previous experience in a customer-focused, engagement, administration or support role
• Excellent communication and relationship-building skills
• Strong customer service skills with a proactive approach to problem solving
• Excellent organisational skills and attention to detail
• Ability to manage workload and meet deadlines in a fast-paced environment
• Comfortable using systems and maintaining accurate records
• Ability to work independently and as part of a team
• Positive, adaptable approach with a willingness to learn and develop
• Good working knowledge of Microsoft Office
• Ability to prioritise tasks and respond effectively to changing business needs
• Experience dealing with a high volume of queries would be advantageous

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