Customer Service Agent - Outbound

About Us

Prep Kitchen is one of the fastest-growing meal prep companies in the UK, ranked in The Sunday Times Hundred list two years in a row — #27 in 2024 and featured again in 2025 as one of the UK’s top 100 fastest-growing private companies. We provide convenient, healthy, and delicious meals to customers across the country. With a focus on high-quality ingredients, varied menu options, and exceptional customer service, Prep Kitchen has established itself as a trusted brand in the market.

We’re also proud to be named one of the Sunday Times Best Places to Work 2025, a true reflection of the culture and care we build from the inside out. We’re growing fast - but always with purpose, and we’re committed to welcoming the very best into the PK crew: those who bring talent, heart, and the drive to make a real impact.

Job Overview/Summary

As an Outbound Customer Service Agent at Prep Kitchen, you will be the face and voice of our company, providing exceptional customer account management across digital channels, primarily via phone.

This role manages outbound contact to existing subscribers or those who have recently cancelled. The work is targeted and metric-driven. You will speak with customers who are active, paused, at risk of churn or recently cancelled,  and you will take ownership of retention, reactivation, and revenue growth. You must be comfortable operating at pace, handling volume, and working to clear commercial outcomes. This is not cold calling. It is a structured outbound engagement to an existing customer base. You must already know how to manage objections, convert hesitation into commitment, and close.  At exceptionally busy times, there may be a need for inbound customer service support via calls, email, and social media.  This helps provide you with a complete understanding of our products and services.

Main Duties and Responsibilities

• Customer Account Management - ensuring customers feel part of our community, and they have everything they need to ensure there is minimal risk of them cancelling.

• Product Guidance - Assist customers in selecting meal plans that align with their dietary preferences and goals, and provide assistance with guided tours of our website or subscriptions.

• Technical Support - Provide basic troubleshooting for our online platform, assisting customers with website navigation, account management, and order processes.

• Customer Relationship Management (CRM) - Record customer interactions accurately, ensuring all cases are logged and followed up within service level agreements (SLAs).

• Feedback Collection—Gather and report customer feedback to improve service, product offerings, and the overall customer experience.

• Administrative Support - Assist with updating product information, processing customer data, and other clerical tasks as needed.

About You

• Excellent Phone Manner - You should be comfortable and professional when speaking to customers, with a clear, friendly, and empathetic communication style.

• Strong IT Skills - Familiarity with common office software (Microsoft Office, Google Workspace), customer service platforms (Intercom is a +.).

• Outstanding Literacy - Ability to communicate effectively in writing with attention to detail, grammar, and spelling. You will often need to draft clear, concise responses to customer queries.

• A proven history of outbound calling to existing subscribers in a recurring-revenue business, preferably in a food box or D2C subscription, would be helpful.

• Strong retention, save and reactivation performance across phone, SMS and in-app outreach

• Ability to identify customer risk signals and act quickly to secure the continuation of service

• Confident closing skills built around direct conversation, objection handling and value reinforcement

• Experience working to targets for retention rate, reactivation rate, AOV lift and contact quality

• Comfortable working from structured dialler campaigns and flexible call lists

• Able to operate within compliance, data protection and brand tone requirements while maintaining commercial pressure

• Skilled in probing questions, needs discovery, and translating insight into concrete outcomes

• High resilience, fast recovery between calls, and consistent output in a high-volume environment

• Experience with customer service software and CRMs.

• Knowledge of meal prep or the food delivery industry (a plus, but not essential).

Accommodations

At Prep Kitchen, we celebrate the unique qualities that each individual brings to the workplace. We are committed to fostering an inclusive and diverse environment where everyone feels valued and supported. We encourage applications from individuals of all backgrounds, as we believe that diverse perspectives drive innovation and contribute to the success of our team. We are dedicated to providing equal opportunities and creating a workplace where everyone can thrive and contribute to our collective growth.