About us
We're a small e-commerce company based in Peterborough. Our biggest brand, V2 Cigs UK, is one of the UK's established names in vaping, and we also run two sister brands: Pure E-Liquids and Vsavi. We are a small team, so the work is varied and you have the opportunity to make an impact.
We're looking for someone reliable, warm and proactive to join us in a role that combines online customer service with content and product page work across our three brands. The role primarily supports V2 Cigs UK, with the same responsibilities applying across all three sites.
The role
The core of the job is digital customer service: looking after our customers across phone, email, live chat and reviews. It's not face-to-face retail. You'll be one of two customer service team members, working closely with your colleague to handle the bulk of customer contact day to day. That includes:
- Helping customers via live chat on our website
- Taking phone calls for order changes, substitutions, complaints and processing payments
- Replying to customer emails warmly and clearly
- Responding to customer reviews, including resolving issues raised in public
- Supporting customers through the sales process, including occasional B2B and wholesale enquiries
- Spotting issues and flagging them to the right people on the team - you don't need to solve everything alone, and you'll always have support
Customer service is one of the things our brand is known for, so it's a part of the role we take seriously.
Alongside the customer service work, you'll take on a growing role in producing and improving the content that brings people to our sites. We're not after a content specialist (we'll train you), but we are after someone who can write well, cares about quality, and is curious about how content actually performs in search. You'll be:
- Writing, editing, formatting and publishing blog posts (we use an AI-assisted workflow, so the writing focus is on craft, voice and accuracy rather than starting every post from a blank page)
- Helping our blogs perform in search - we plan content around quality, search visibility (SEO) and how it competes against other sites
- Occasionally overhauling the SEO on product pages, and adding new product pages as we expand the catalogue
- Handling small daily site tasks like activating and deactivating products and updating prices - routine work, but it keeps you close to the catalogue and to the wider team
You'll also learn our pick-and-pack process so you can help out when the stock team are on holiday or off sick. This is genuinely occasional, not a regular part of the week.
How the role can develop
We're a small team and we value people who bring skills we can use. Depending on what you're good at and what interests you, there's real scope for this role to grow in different directions over time. The "room to grow" line is usually a cliché. Here it's just how a small business works.
Who we're looking for
You don't need to know anything about vaping. Most of us didn't when we started, and you'll pick it up quickly through talking to customers and researching the industry for content. What we actually care about:
Essential
- Strong written and spoken communication - you write clearly and speak to customers warmly and professionally
- Confident handling customers across phone, email and live chat (online customer service, not shop-floor retail)
- Comfortable with computers and online systems, and happy to learn new ones
- A real ability to write and edit - you can shape a piece of content, not just push it out
- An awareness of SEO and how content drives traffic, and a willingness to learn more
- Reliable, proactive and flexible - you spot what needs doing and get on with it
- A team player who keeps colleagues in the loop
Nice to have
- Experience writing or editing blog content
- Familiarity with SEO, content marketing, or e-commerce platforms
- Any knowledge of the vaping industry (a bonus, not a requirement)
What we offer
- A varied, hands-on role in a small team where your work makes a real difference
- Hybrid working: 4 days in our Peterborough office, 1 day remote, with flexibility to adapt as the role and team develop
- 28 days holiday (including bank holidays)
- Workplace pension scheme
- Staff discount across our sites
- The right equipment to do your job comfortably
- Real scope to develop the role around your strengths
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Sick pay
- Store discount
- Work from home
Work Location: Hybrid remote in Peterborough PE1 1SB
