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
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Customer Experience Agent employer: CitySprint
CitySprint is an excellent employer that values its employees by fostering a dynamic and supportive work culture in Letchworth. With a strong focus on employee growth opportunities and a commitment to performance excellence, you will thrive in a fast-paced logistics environment where your contributions directly impact customer satisfaction. Join us to be part of a team that prioritises service and safety while offering unique advantages such as flexible working hours and a collaborative atmosphere.
