The Role…
This is an exciting time to be joining the Soho Support Team (SST), with new house openings in the UK, Europe and NA. As such, the Coordinator will report into the Soho Support Manager for Membership, and will be responsible for delivering a first class service to our members throughout the UK and Europe, whilst adhering to departmental SLA’s. This role has great growth potential for the right candidate and would suit someone passionate about delivering a great customer experience.
Main Duties...
- To be an enthusiastic first point of contact for Soho House member queries via telephone and email. Responding to these queries in a timely manner and adhering to the departments SLA’s.
- Offering a pro-active service to our diverse membership via telephone & email when payment is overdue or support is needed.
- Use our Salesforce database to create, look up and update records for current and potential members.
- Set up new member and member renewal payments via credit card, Sepa and the occasional bank transfer payment, ensuring all transactions are handled accurately and as per company/legal guidelines.
- You will be part of a team responsible for the general administration of our UK houses (and future house openings).
- Joint responsibility for amending and freezing memberships, ensuring compliance with the appropriate Terms & Conditions.
- Supporting other departments with information requests etc.
- Plus any ad-hoc projects given by the Head of Support / Soho Support Manager.
Requirements/ Qualifications:
- At least 1 year of customer facing experience, preferably in a membership environment and/or previous experience in a reservations role - telephone and email based customer service experience essential.
- Previous experience with Opera/Salesforce beneficial
- Excellent attention to detail and administration skills
- Previous experience of working with high profile/VIP guests
- Problem solving skills and previous experience of managing complaints efficiently
- Excellent reading, writing, and oral proficiency in the English language
- Excellent time management skills with the ability to prioritise tasks and meet deadlines
- Sufficient knowledge of Microsoft Office
Benefits
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.
- Discounts at Soho House globally, as well as Soho Home and Cowshed
- Soho Friends Membership
- Enhanced Pension Scheme
- Private Health and Dental Care
- Cycle to Work Scheme/Season Ticket Loan
- In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
- Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
- 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.
