Customer Experience Specialist — Maternity Cover

Citysprint; West of England; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days leave + bank holidays

Birthday day off

Mental health support

Healthcare and wellbeing benefits

Family-friendly days + death inservice

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication skills

Customer service

Microsoft Office

Time management

Problem solving

Collaboration

Tools

Salesforce

Job description

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.