Customer Experience Agent

Citysprint; West of England; Vor Ort; GBP 25.000 - 31.000; Vollzeit

Benefits dieser Stelle

25 days leave + bank holidays

Birthday day off

Mental health support

Healthcare and wellbeing benefits

Family-friendly days + death inservice

Zusammenfassung

CitySprint is seeking a Customer Experience Agent in Bristol to support day-to-day management of key and complex contracts. You will deliver exceptional service, handle queries, bookings, and updates while ensuring SLAs are met and issues are resolved at first contact.

You will work with internal teams, couriers, suppliers, and clients to maintain smooth operations and a consistently high standard of service, contributing to CitySprint’s reputation for reliable, responsive logistics.

Qualifikationen

• Excellent verbal and written communication with high attention to detail.
• Calm, objective approach to troubleshooting.
• Experience in fast-paced, customer-focused environments.
• Strong problem-solving and proactive mindset.
• Proficient with Microsoft Office.

Aufgaben

• Handle incoming calls, emails and cases professionally.
• Book accurate service options and advise customers on options.
• Communicate delays and updates using tracking tools.
• Record interactions and outcomes in Salesforce for reporting.
• Produce client reports and monitor SLA performance.
• Resolve queries to achieve first-contact resolution.
• Maintain CRM records for root-cause analysis.
• Collaborate with couriers, service centres, clients and suppliers.
• Build relationships across stakeholders.

Kenntnisse

Communication skills

Customer service

Microsoft Office

Time management

Problem solving

Collaboration

Tools

Salesforce

Jobbeschreibung

Customer Experience Agent

Location: Bristol

Salary: £27,798

Hours: Full time, Monday to Friday.Shifts will rotate between 8 am to 5 pm & 9 am to 6pm

Contract: To cover maternity leave until November 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