Contact Centre Agent

Location: London

Salary: £26,811.20

Hours: 40 hours per week

Shifts: 8:30 am – 5:30 pm

Contract: Permanent

What You’ll Get At CitySprint

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

The role

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.

Why CitySprint

What we do matters — from everyday deliveries to time-critical services — and this role helps ensure our customers receive the support they need, when it counts. You’ll play a key role in delivering excellent service and maintaining strong customer relationships.

Who We Are

CitySprint is a UK-wide logistics business delivering same-day and time-critical services for customers who need things done right, first time.

We work at pace, rely on good judgement, and trust our people to take ownership. As part of the DPD and wider Geopost group, we combine the backing and stability of a global network with the agility and focus of a specialist business.

What You’ll Be Doing

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

What We’re Looking For

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

All successful candidates will be required to complete a DBS check.

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