Customer Service Representative – Remote

Customer Service Representative

Salary: up to £30,000 per annum

Location: Remote, UK (home-based)

Working schedule: 5 days per week, including Saturdays and Sundays

Two weekdays off per week (chosen by the employee)

Working hours: 1:00 PM – 10:00 PM

About us:

Join one of Europe’s fastest-growing nutrition success stories.

Kendal Nutricare creates world-class nutrition for every stage of life — from Kendamil infant and toddler formula to Kendalife adult nutrition. We’re a family-owned, purpose-driven business with big global ambitions.

In 2025, we were ranked the UK’s fastest-growing food and drink company, with Kendamil now one of the fastest-growing baby brands in the world, the No.1 Organic formula in both the UK and USA, and available in 40+ countries (and counting).

As the only British infant formula manufacturer, we’re proud to produce our award-winning products here in the UK using British full-cream milk, with no palm oil or unnecessary additives — trusted by families worldwide.

We’re on an exciting path – join us!

The role:

As a Customer Service Representative you’ll deliver thoughtful, accurate, and reassuring support across multiple channels. You’ll handle a high volume of customer enquiries, problem-solve quickly, and escalate appropriately – keeping the customer experience warm, calm, and professional.

You’ll respond to customer enquiries across chat, email, phone, and social, depending on daily needs..

What you’ll be doing;

• Handle inbound support tickets in English , ensuring clear, friendly, accurate responses.
• Resolve common customer needs, including:*Order status, delivery issues, address changes, cancellations;*Subscription support (edits, pauses, cancellations, payment failures);*-Returns, refunds, replacements, and goodwill gestures (within policy);*Product questions and general feeding support, using approved resources/macros
• Retail partner signposting and availability guidance
• Use internal systems to research and resolve enquiries (e.g., order history, courier tracking, customer account checks).
• Identify and escalate time-critical or high-risk cases (e.g., potential quality concerns, medical-related feedback, social escalation risk).
• Maintain accurate ticket notes, correct tagging, and clean handovers so the team can follow through seamlessly.

What you’ll need:

• Fluent English (written and spoken).
• 2+ year experience in customer service, customer support, contact centre, or hospitality/service role with high customer interaction.
• Strong written communication: you can explain clearly, warmly, and confidently – especially when customers are anxious or frustrated.
• Comfort working across multiple tools/tabs at once (multitasking and prioritising).
• Calm problem-solver with excellent attention to detail.
• Reliable remote set-up: stable internet, quiet workspace, and ability to work scheduled shifts.

Nice to have

• Experience with e-commerce or subscription support.
• Familiarity with tools like Dixa (or Gorgias), Sprinklr, Shopify, Slack.
• Experience supporting regulated/sensitive products (health, baby, food, pharmacy, etc.).
• Experience handling escalations and de-escalating upset customers.

What you’ll get from us:

The opportunity to work for the fastest growing infant milk brand in Europe, alongside a young talented team dedicated to serving thousands of passionate customers.

We offer to all our employees:

• 33 days holiday (incl. bank holidays), pro rata to start date and FTE.
• Pension Scheme by Aegon, the Employer will match contributions up to a maximum of 5%
• Free health cash plan
• Free Gym Membership*
• Life Assurance at 2 x basic salary after 6 months of service
• EAP Programme
• New parents enjoy up to £350 worth of Kendamil products (excluding Stage 1 formula)*
• Employee Referral Scheme
• *Further details are available from the HR department.