[Hiring] Customer Service Representative @Kendal Nutricare

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.
• 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.