Customer Experience Agent

Citysprint UK Ltd; Bristol; On-site; GBP 22,744 - 30,834; Full time

Benefits offered by this job

25 days’ annual leave + holidays

Enhanced maternity/paternity leave

Mental health support (1:1)

Healthcare and wellbeing benefits

Birthday day off; life cover

Job summary

CitySprint UK Ltd is seeking a friendly and detail‑driven Customer Experience Agent in Bristol to support day‑to‑day management of key contracts. You will handle customer queries, bookings, and operational updates while ensuring SLA compliance and first‑contact resolution.

The role involves collaboration with couriers, service centres, and clients to maintain smooth operations. The position is full‑time, with rotating 8am–6pm shifts, and is covered by a maternity leave contract through August

Qualifications

• Excellent communication skills, both verbal and written.
• Experience in fast-paced, customer-focused environments.
• Proficient in Microsoft Office.

Responsibilities

• Handle incoming customer calls, emails, and cases efficiently and professionally.
• Make accurate bookings and advise customers on suitable service options.
• Proactively communicate delays and updates to clients using tracking tools where applicable.
• Record all customer interactions and outcomes in Salesforce to support reporting and analysis.
• Produce clear and concise reports in line with client requirements.
• Monitor SLA performance and ensure service targets are met.
• Resolve customer queries and complaints aiming for first contact resolution.
• Maintain accurate CRM records to support root cause analysis and continuous improvement.
• Collaborate with couriers, service centres, clients, and suppliers to deliver seamless service.
• Build strong working relationships across internal and external stakeholders.

Skills

Communication

Calm under pressure

Fast-paced

Problem-solving

MS Office

Time management

Collaborative

Tools

Salesforce

Job description

Customer Experience Agent

Location: Bristol

Salary: £26,811.20

Hours: Full time, Monday to Friday. Shifts will rotate between 8 am to 6pm.

Contract: To cover maternity leave until August 2027

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

We’re looking for a Customer Experience Agent to support the day‑to‑day management of key and complex CitySprint contracts.

This role is focused on delivering exceptional customer service while ensuring all activities are carried out in line with agreed Service Level Agreements (SLAs). You’ll handle customer queries, bookings, and operational updates, aiming to resolve issues at the first point of contact.

Working closely with internal teams, couriers, suppliers, and clients, you’ll play a key role in maintaining smooth operations and delivering a consistently high standard of service.

Why CitySprint

CitySprint is a leading UK courier services provider, with a strong presence in same day delivery and a growing reputation for innovation and service excellence.

Through continuous investment in our people, technology, and customer offering, we are shaping a more intuitive, responsive, and capable logistics service. Joining CitySprint means being part of a fast‑paced, forward‑thinking business where your contribution truly matters.

What you’ll be doing

• Handling incoming customer calls, emails, and cases efficiently and professionally
• Making accurate bookings and advising customers on the most suitable service options
• Proactively communicating delays and updates to clients using tracking tools where applicable
• Recording all customer interactions and outcomes in Salesforce to support reporting and analysis
• Producing clear and concise reports in line with client requirements
• Monitoring SLA performance and ensuring service targets are met
• Resolving customer queries and complaints, aiming for first contact resolution
• Maintaining accurate CRM records to support root cause analysis and continuous improvement
• Collaborating with couriers, service centres, clients, and suppliers to deliver seamless service
• Building strong working relationships across internal and external stakeholders

What we’re looking for

• Strong verbal and written communication skills with high attention to detail
• Ability to remain calm and objective while troubleshooting issues
• Experience working in a fast‑paced, customer‑focused environment
• Strong problem‑solving skills and a proactive approach
• Good working knowledge of Microsoft Office systems
• Effective time management and ability to meet deadlines
• A collaborative mindset with the ability to build positive relationships

Apply

If you’re customer‑focused, detail‑driven, and thrive in a fast‑paced environment, we’d love to hear from you. Apply now and tell us why you’re the right fit for CitySprint.

Please note, all successful candidates may be subject to pre‑employment checks.