Customer Service Representative - Remote

Kendal Nutricare Ltd; Kendal; Remote; GBP 27,000 - 33,000; Full time

Benefits offered by this job

33 days holiday (incl. bank holidays)

Pension scheme by Aegon

Free health cash plan

Free gym membership

Life assurance at 2x salary

EAP programme

Kendamil product allocation for new-@-

Employee referral scheme

Job summary

Kendal Nutricare Ltd is hiring a Customer Service Representative for a remote, home-based position in the UK. The role involves handling inquiries across chat, email, phone, and social media, ensuring accurate and calm support, and resolving issues with empathy.

You will work 5 days per week, including weekends, with two weekday offs. The ideal candidate has at least 2 years in customer service, fluent English, and strong written communication.

Qualifications

• Fluent English in written and spoken form.
• Minimum 2+ years in customer service or hospitality roles with high interaction.
• Able to multitask across multiple tools and tabs.

Responsibilities

• Handle inbound customer enquiries via chat, email, phone, and social.
• Provide accurate, warm responses and resolve issues efficiently.
• Use internal systems to check order history and research problems.
• Escalate time-critical or high-risk cases appropriately.

Skills

Fluent English

2+ years experience

Multitasking

Clear communication

Remote work

Tools

Dixa

Shopify

Slack

Sprinklr

Job description

Customer Service Representative - Remote

Full-time Permanent Associate

Posted 30 Oct 2026

Description

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 elevate 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 raise 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 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.