CitySprint careers

Customer Experience Team Leader | Bristol | Permanent

Salary: £29,524

Hours: Monday to Friday either 8 am to 5 pm/ 9 am to 6pm.

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?
• Travel for cheaper with interest free season ticket loans (available after a years’ service).

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. So naturally we need to secure top-notch Operations Coordinator to ensure we continue growing and improving every day.

This is where YOU come in!

CitySprint have an exciting opportunity for a Customer Experience Team Leader in Bristol office.

As a Customer Experience Team Leader you will support the Head of Customer Experience in developing and growing the team into a Centre of Excellence. This role focuses on maximising team effectiveness through direct management, coaching, and professional development while ensuring the seamless execution of processes, activities, and performance goals.

Through inspirational leadership, the role will drive high performance, foster a culture of innovation and continuous improvement, and enhance the team’s overall capabilities. Additionally, it is responsible for motivating, empowering, and fostering a strong team spirit, ensuring alignment with CitySprint’s core values while delivering an outstanding customer experience.

The main responsibilities within the Customer Experience Team Leader role are:

• Supporting the team to deliver high-quality customer interactions across all channels. Ensuring the team is adequately resourced while consistently meeting KPIs and service SLAs.
• Lead, mentor, and support the customer experience team to achieve high performance. Set clear goals, monitor progress, and provide coaching to colleagues. Identify and develop future talent.
• Conduct regular team meetings, training sessions, and performance reviews. Foster a positive and customer-centric work culture.
• Produce and maintain clear and concise walkthrough documents for all client accounts managed by the team. Collaborate with internal teams to improve customer journeys and reduce friction points and implement and enforce best practices for handling customer enquiries and issues.
• First point of contact for managing and resolving escalations efficiently.
• Oversee adherence to workflow processes, such as call logging and email-to-case management within our CRM systems to ensure we have a full 360-degree view of our customers.
• Act as a champion as the ‘Voice of the Customer’, support with identifying improvements in service, process and policies to support our overall business strategy as being best in class.

The ideal candidate will demonstrate the following:

• Strong verbal & written communication skills.
• Fill understanding of MS Office.
• Remains objective, actively troubleshoots and pursues solutions when issues/problems occur.
• Excellent leadership skills, with the ability to support and develop colleague.
• Demonstrates strong problem-solving skills and attention to detail, ensuring effective resolution of escalated issues.
• Demonstrates effective time management skills and meets deadlines.

If this Customer Experience Team Leader role sounds like you, we really want to hear from you! 

The successful candidate will be required to undergo a DBS check as part of the recruitment process. Conditional job offers are subject to a satisfactory DBS check.