Customer Services Executive
Location: Peterborough, UK
Salary: Competitive Salary
Contract: Full-time, Permanent
About Printondemand-worldwide
At Printondemand-worldwide, we’re passionate about transforming ideas into reality through our innovative print-on-demand and custom product services. We operate a dynamic portfolio of brands, including Bookvault, TGBBS, Photobubble, and exciting new brands in development. Join our vibrant team to deliver exceptional customer experiences across our growing family of brands!
About Bookvault
Bookvault is a well-established print-on-demand and self-publishing brand, now experiencing rapid growth within the indie author community. We provide comprehensive tools that support authors through every stage of self-publishing, with a particular focus on special editions and direct-to-consumer sales.
Our customer service team plays a key role in supporting authors, publishers, and partners, acting as the bridge between customers, our systems, and the wider business.
The Role
As a Customer Service Executive at Bookvault, you will be responsible for delivering high-quality, professional support across all inbound channels. You will manage customer enquiries from first contact through to resolution, ensuring clear communication, accurate guidance, and a consistently strong customer experience.
This role is both customer-facing and process-driven, with opportunities to collaborate across departments, contribute to internal improvements, and represent the Bookvault brand externally.
Key Responsibilities
- Managing daily customer support tickets through HubSpot, responding to enquiries including order issues, file checks, shipping queries, reprints, refunds, platform guidance, and eCommerce support
- Taking ownership of customer issues from first response to resolution, keeping customers informed and managing expectations
- Responding to Amazon buyer enquiries relating to order status and general information
- Answering incoming phone calls and routing them to the most appropriate team member or department, including other Bookvault brands where required
- Hosting primarily virtual meetings with prospects or customers to explain, support, or demonstrate the Bookvault system and services, with occasional in-person meetings
- Processing manual book orders through third-party platforms such as Pubeasy
- Maintaining and updating Help Centre articles to ensure information remains accurate, up to date, and consistent with the Bookvault brand
- Logging and reporting platform or system issues through Linear to align with IT team workflows
- Proactively engaging with lapsed customers to understand reasons for disengagement and identify opportunities to improve retention
- Liaising with internal departments to resolve customer issues efficiently and accurately
About You
We’re looking for someone who:
- Has strong customer service experience and is confident communicating with customers via email, phone, and virtual meetings
- Is process-driven, organised, and comfortable managing multiple enquiries at once
- Takes ownership of issues and sees them through to resolution
- Communicates clearly, professionally, and empathetically in both written and verbal form
- Is comfortable working with systems and tools, and can adapt quickly to new platforms
- Pays close attention to detail and values accuracy and consistency
- Represents the Bookvault brand professionally when dealing with customers, partners, or the public
- Enjoys working collaboratively across teams and contributing to continuous improvement
- Is proactive, reliable, and takes pride in delivering a high standard of work
Experience within publishing, print-on-demand, e-commerce, or SaaS environments is beneficial but not essential.
Why Join Us?
- Be part of a creative, innovative company with a supportive team culture.
- Opportunities for career progression as we expand our exciting portfolio of brands.
- Work in a vibrant, fast-growing industry with a focus on customer excellence.
- Free on site parking
- cycle to work scheme
- Employee discount
- Company Events
- Paid Day Off For Your Birthday (Once probation has been passed)
- Flexi-time
Job Types: Full-time, Permanent
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
Application question(s):
- In your own words, what is a good customer service experience for you?
- At Bookvault, we encourage cross-department collaboration and development. Do you have any experience in, or interest in developing skills in, other areas of the business (for example marketing, IT, or accounts)?
- In your own words, how do you stay organised and ensure customer issues are followed up and resolved on time?
Work Location: In person
