Customer Experience Agent

CitySprint; West of England; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days’ annual leave plus bank and a

Enhanced maternity and paternity leave

Free access to mental health support,

Healthcare and wellbeing benefits

Extra family‑friendly days for keylife

Job summary

CitySprint is seeking a Customer Experience Agent in Bristol to support day-to-day management of key contracts and ensure high-quality service delivery. You will handle inquiries, bookings, and updates while maintaining strong operational standards.

The role emphasizes first-contact resolution, collaboration with internal teams and clients, and adherence to SLAs to sustain CitySprint’s reputation for reliable, efficient courier services.

Responsibilities

• 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

Job description

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