Customer Experience Agent – Fast-Paced Centre (Mat Cover)

CitySprint; Greater London; Sur place; GBP 26 000 - 28 000; Plein temps

Avantages offerts par ce poste

25 days annual leave

Enhanced maternity/paternity leave

Mental health support

Healthcare benefits

Family-friendly days

Death in service cover

Résumé du poste

CitySprint is seeking a Contact Centre Agent in London to support customers across phone, email and digital channels. You will resolve queries at first point of contact and uphold SLAs and KPIs.

This full-time maternity cover role offers 25 days holiday, enhanced family leave and wellbeing benefits, with DBS check. You will work Monday to Friday, 8 am to 5 pm, in our London office, providing reliable service and accurate booking updates.

Qualifications

• Experience in a fast-paced contact centre or customer service environment.
• Professional telephone manner and strong listening skills.
• Ability to multitask and stay organised under pressure.
• Comfort with computer systems and digital channels.
• Punctual, reliable, and accountable.
• DBS check required.

Responsabilités

• Handling inbound calls, emails, and digital queries from customers
• Resolving queries at first point of contact where possible
• Managing escalations in line with internal processes
• Monitoring shared inboxes and responding proactively
• Maintaining high standards of customer service across all interactions
• Meeting KPIs including call handling time, wrap time, and quality standards
• Providing updates to customers on bookings, issues, or exceptions
• Ensuring all interactions are recorded accurately in internal systems

Connaissances

Customer service

Phone etiquette

Active listening

Multitasking

Digital channels

Time management

Outils

Microsoft Office

Description du poste

CitySprint is seeking a Contact Centre Agent in London to support customers across phone, email and digital channels. You will resolve queries at first point of contact and uphold SLAs and KPIs.

This full-time maternity cover role offers 25 days holiday, enhanced family leave and wellbeing benefits, with DBS check. You will work Monday to Friday, 8 am to 5 pm, in our London office, providing reliable service and accurate booking updates.