Quick overview
Job description
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.