Customer Experience Agent

Citysprint UK Ltd; West of England; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days' annual leave

Birthday day off

Maternity/Paternity leave

Mental health support

Healthcare and wellbeing benefits

Job summary

CitySprint UK Ltd is seeking a Customer Experience Agent in Bristol to manage day-to-day contracts and deliver exceptional service in line with SLAs.

You will handle customer queries, bookings, and updates, recording interactions in Salesforce, and collaborating with couriers, service centres, and clients to maintain smooth operations.

Qualifications

• Excellent verbal and written communication with high attention to detail.
• Ability to stay calm and objective while troubleshooting.
• Experience in a fast-paced, customer-focused environment.
• Strong problem-solving and proactive approach.
• Proficient in Microsoft Office tools.

Responsibilities

• Handle incoming calls, emails and cases efficiently and professionally.
• Make accurate bookings and advise on suitable service options.
• Proactively communicate delays and updates to clients using tracking tools.
• Record all customer interactions in Salesforce for reporting.

Skills

Communication

Customer service

Problem solving

Time management

Office software

Tools

Salesforce

Microsoft Office

Job description

Customer Experience Agent

Location: Bristol

Salary: £26,811.20

Hours: Full time, Monday to Friday.Shifts are 0800-1700 and 0900-1800 two weeks of each on rotation.

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

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.

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