Customer Experience Agent

Overview

Customer Experience Agent | Bristol | Fixed Term Contract until November 2026

Salary: £26,500

Hours: Monday to Friday either 8 am to 5 pm or 9 am to 6 pm on a rotational basis.

This is a Fixed Term Contract until November 2026.

Benefits and perks

• An impressive holiday allowance that rises in line with your years of service.
• Additional day off for your birthday so you can celebrate in style.
• Death in Service allowance to ensure your loved ones are provided for in the event of tragedy.
• Spend those crucial moments with your new-born baby with our enhanced Maternity and Paternity leave.
• Complimentary day of annual leave to cherish unmissable family moments – could be graduation, first day of school.
• Look after your wellbeing with access to a health and wellness program.
• Make the most of Medicash Perks at Work – a tool for CitySprint colleagues to enjoy a variety of high-street discounts and rewards.
• Our ride to work scheme means you can keep fit while saving money – what’s not to like?!

CitySprint is on a Fast track to become the UK’s leading courier services provider, with current market domination of the Same day service areas already.

Through regular investment in our people, our service offering and our customer proposition, we are paving the way for courier services to be more intuitive, more capable, and more responsive to our customers’ needs than ever before!

Being this awesome takes a lot of hard work and commitment to our company values and vision.

What you’ll do

This is where YOU come in! We have a fantastic opportunity for a Customer Experience Agent to manage the day-to-day operations of key and complex CitySprint contracts, ensuring all tasks are completed in accordance with customer and business-specific Service Level Agreements (SLAs). The role focuses on providing exceptional customer service and support, resolving queries at the first point of contact to deliver a prompt and courteous service to all clients. You will collaborate effectively with colleagues across the business, fostering strong professional relationships with both clients and suppliers to ensure a smooth and efficient service.

Main responsibilities

• Confidently deal with all incoming customer calls/emails/cases quickly, courteously and efficiently.
• Make bookings accurately, advising clients of suitable options to fit their requirements using multiple booking platforms.
• Proactively communicate delays to clients, utilising the client\’s tracking sheet to ensure they are kept informed, where applicable.
• Proactive use of Salesforce to note all touch points with resolution reasons to support detailed root cause analysis.
• Produce clear and concise reports in the appropriate format as required by the client.
• Monitor SLA performance to ensure targets are being met.
• Handle queries and complaints via any contact channel and where possible ensure that we deliver first contact resolution.
• Ensure the CRM system is noted with all touch points and resolution reasons to support detailed root cause analysis.
• Collaborate effectively with all stakeholders — Couriers, Service Centre Colleagues, Clients and Suppliers.

The key skills needed for the role

• Strong verbal & written communication skills, with excellent attention to detail.
• Understanding of MS Office in particular.
• Remains objective, actively troubleshoot and pursues solutions when issues/problems occur.
• Able to work in a fast-paced environment.
• Strong problem-solving abilities with great attention to detail.
• Demonstrates effective time management skills and meets deadlines.

If this all sounds like you, we really want to hear from you! Please don’t delay, send us your CV outlining why you\’re the best person for the job.

We do not require the assistance of agencies with this vacancy – thank you in advance.