Customer Service Advisor

About us

VPZ is the UK’s number one vape retailer. Since opening our first store in Edinburgh, we've expanded to over 200 locations across the UK and we're not stopping there. We are known for setting and driving the standards within the vape industry, this is a great time to join us as we continue to grow.

About the Role

We are looking for a Customer Service Representative to join our growing operations team. In this role, you will act as the main point of contact for customers, supporting them via email, live chat, and phone to resolve issues quickly and efficiently.

You will play a key role in building lasting customer relationships, championing our brand values, and ensuring every interaction leaves a positive impression. Whether you are troubleshooting complex queries, collaborating with internal departments, or helping to refine our support processes, you will be empowered to make a real impact on our daily operations and contribute directly to the team's ongoing success.

Salary: £27,300 per annum

Working Pattern: Five days over seven, including weekend working as required

Operating Hours: Monday to Friday: 09:00-18:00, Saturday: 09:00-18:00 & Sunday: 10:00-16:00

Key Responsibilities

• Respond to customer queries via phone, email, and live chat

• Ensure high levels of customer satisfaction and meet service targets

• Record and manage all customer interactions accurately within CRM systems

• Review and improve customer service scripts and processes

• Provide updates to internal and external stakeholders on query progress

• Prioritise tasks and resolve issues effectively in a fast-paced environment

Skills & Experience

• Previous customer service or support experience

• Strong phone communication and active listening skills

• Good organisational and problem solving skills

• Ability to prioritise tasks and work both independently and as part of a team

• Proficient in Microsoft Office

Please ensure you apply with an up-to-date CV.

Applicants must be 18 years old or above, any subsequent job offer is subject to pre-employment screening and right to work checks.