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360 Resourcing Solutions Logo 360 Resourcing Solutions · Customer Service

Contact Centre Agent

United Kingdom, London 26811.20 GBP / Year · Job Posted May 11, 2026
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Job Description

This role sits at the heart of our Contact Centre operation. As a Contact Centre Agent, you’ll be the voice of CitySprint, supporting customers across phone, email, and digital channels. You’ll resolve queries at first point of contact, ensuring a professional, efficient, and customer-focused experience in line with agreed SLAs and KPIs.

Job Responsibility

  • 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

Requirements

  • Experience in a fast-paced contact centre or customer service environment
  • Confident communicator with a professional telephone manner
  • Strong listening and problem-solving skills
  • Ability to multitask and remain organised under pressure
  • Comfortable working across systems and digital channels
  • Flexible and adaptable approach to changing priorities
  • High levels of punctuality, reliability, and accountability
  • Basic Microsoft Office skills

What we offer

  • 25 days’ annual leave, increasing with service, plus bank holidays
  • A day off for your birthday
  • Enhanced maternity and paternity leave
  • Death in service cover
  • Additional paid leave for key family moments (e.g. graduation, first day of school)
  • Access to mental health and wellbeing support
  • Healthcare cashback plan and wellbeing benefits
  • Access to ‘Medicash Perks at Work’ retail discounts
  • Cycle to work scheme
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