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Customer Experience Agent

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360 Resourcing Solutions

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Location:
United Kingdom , Bristol

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

26500.00 GBP / Year
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Job Description:

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). focusing 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. Collaborate effectively with colleagues across the business, fostering strong professional relationships with both clients and suppliers to ensure a smooth and efficient service.

Job Responsibility:

  • 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 bring 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

Requirements:

  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
March 02, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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