Customer Experience Specialist (Logistics)

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

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