Soho Support Coordinator - Member Services

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<p class="x_MsoNormal"><strong data-olk-copy-source="MessageBody">The Role…</strong></p>
<p class="x_MsoNormal">This is an exciting time to be joining our Soho Support customer service team. We are a global function, supporting members with all their needs, from application enquiries, restaurant reservations, bedroom bookings and Soho Home retail enquiries.</p>
<p class="x_MsoNormal">Soho Support Coordinator Member Services serves as the first point of contact to members looking to visit our Houses in UK cities. The role is fast-paced and diverse, tasks can range from booking restaurant reservations to providing membership invoices, discussing private hire opportunities in our houses, and going the extra mile arranging special occasions.</p>
<p class="x_MsoNormal"><strong>Key responsibilities…</strong></p>
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<li class="x_MsoNormal">Act as a warm, professional, and knowledgeable first point of contact for Soho House members, delivering exceptional service via telephone and email.</li>
<li class="x_MsoNormal">Respond to all member queries in a timely and efficient manner, consistently meeting or exceeding departmental SLAs and personal performance KPIs.</li>
<li class="x_MsoNormal">Deliver a proactive, solutions-focused service to a diverse global membership, anticipating needs and enhancing the overall member experience.</li>
<li class="x_MsoNormal">Manage a variety of requests including membership administration, club and restaurant enquiries, and general support across our Houses in UK cities.</li>
<li class="x_MsoNormal">Take ownership of member queries from initial contact through to resolution, ensuring a seamless and personalised experience.</li>
<li class="x_MsoNormal">Collaborate effectively with internal teams and support departments to resolve issues and continuously improve service delivery.</li>
<li class="x_MsoNormal">Identify opportunities to improve processes and member experience through initiative and feedback. </li>
</ul>
<p class="x_MsoNormal"><strong>What We’re Looking For…</strong></p>
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<li class="x_MsoNormal">A genuine passion for luxury hospitality and delivering elevated, personalised customer experiences.</li>
<li class="x_MsoNormal">Self-motivated and solution driven, with the ability to absorb training materials quickly and demonstrate initiative </li>
<li class="x_MsoNormal">A natural communicator with a polished and professional telephone manner, alongside excellent written communication skills.</li>
<li class="x_MsoNormal">Highly organised with exceptional attention to detail and the ability to multitask in a fast-paced environment.</li>
<li class="x_MsoNormal">Proactive and resourceful, with a strong sense of ownership and the confidence to take initiative in problem-solving.</li>
<li class="x_MsoNormal">Results-driven, with a clear understanding of working towards and achieving individual and team KPIs.</li>
<li class="x_MsoNormal">Adaptable, resilient, and motivated, with a strong desire to learn, grow, and progress within the business.</li>
<li class="x_MsoNormal">Discreet and trustworthy, with a clear understanding of the importance of handling confidential member information.</li>
</ul>
<p class="x_MsoNormal"><strong>Your experience…</strong></p>
<p class="x_MsoNormal"><em>Required</em></p>
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<li class="x_MsoNormal">Experience working within a luxury hospitality, premium service, or high-end customer-focused environment.</li>
<li class="x_MsoNormal">Proven ability to meet or exceed personal and departmental KPIs and SLAs.</li>
<li class="x_MsoNormal">Experience using Salesforce or a similar CRM system.</li>
<li class="x_MsoNormal">Strong experience working in a fast-paced, target-driven team environment.</li>
<li class="x_MsoNormal">Excellent verbal and written communication skills in fluent English.</li>
<li class="x_MsoNormal">Solid understanding of GDPR and the importance of data protection.</li>
</ul>
<p class="x_MsoNormal"><em>Preferred</em></p>
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<li class="x_MsoNormal">Experience with OpenTable or similar reservation systems.</li>
<li class="x_MsoNormal">Experience working within a membership-based or loyalty-driven environment.</li>
<li class="x_MsoNormal">Previous experience supporting international customers or working across multiple regions.</li>
<li class="x_MsoNormal">Experience working in a remote or hybrid environment.</li>
</ul>
<p class="x_MsoNormal"><strong>Additional information…</strong></p>
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<li class="x_MsoNormal">This is an entry-level position with a hybrid working pattern. Employees must be able to attend shifts at our Support Office 1-2 days a week.</li>
<li class="x_MsoNormal">While a dedicated home office is not required, you must have access to a quiet, private workspace free from distractions during working hours.</li>
<li class="x_MsoNormal">A strong and reliable internet connection is essential to perform effectively in this role.</li>
<li class="x_MsoNormal">This role requires working 40 hours per week across a 7-day operation, with varied shifts scheduled as 8:00 am–5:00 pm, 9:30am-6:30pm, or 11:00 am–8:00 pm.</li>
<li class="x_MsoNormal">All necessary equipment, including a laptop and headset, will be provided by Soho House.</li>
</ul>
<p><strong>Benefits…<br><br></strong>Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career.</p>
<ul>
<li>Soho Friends Membership - House Membership After 1 Years Service.</li>
<li>50% off Food &amp; Drink, 7 days a week</li>
<li>Weekly Pay</li>
<li>Life Assurance</li>
<li>Birthday Day Off</li>
<li>Up to 50% Staff Discount on Cowshed &amp; Soho Home</li>
<li>In Office Dog Policy</li>
<li>Season Ticket Loan</li>
<li>In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.</li>
<li>Free Counselling Sessions</li>
<li>Cookhouse &amp; House Tonic: Our Cookhouse &amp; House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.</li>
<li>Continuous training to develop yourself personally and professionally</li>
<li>Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more</li>
<li>Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.</li>
</ul>

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