Soho Support Coordinator

The Role...

This is an exciting time to be joining our customer service team which we call the Soho Support Team (SST), with new house openings across North America. 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 North America, 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 through telephone and email. Duties including but not limited to membership administration and club and restaurant enquiries.
• Use our Salesforce, GEM and Open Table database to create, look up and update records for current and potential members.- bookings
• Set up new member and member renewal payments via credit card, Direct Debit, 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 North America houses (and future house openings). Along with table reservations and event queries for US properties.
• Responsibility for amending, pausing, transferring and upgrading 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 one year of customer facing experience, preferably in a membership environment.
• Experience in working to personal and departmental targets, SLA and KPIs
• An enthusiasm for providing first class customer service is a must.
• Experience of working with Salesforce/ CRM System and Open Table.
• Experience of communicating in a friendly but professional manner in fluent English.
• Experience of working in a fast-paced team environment.
• Will have a passion for customer service and enjoy elevating the customers' experience through knowledge, empathy and attention to detail.
• You will have a professional telephone manner and strong written correspondence skills.
• IT proficiency including Microsoft Office packages and accuracy in data entry with excellent attention to detail.
• Highly motivated, adaptable and able to demonstrate a willingness to learn & progress.

Why work with us...

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 enhance your career.

• Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
• Paid Time Off: Full- Time Employees have sick day's + vacation days
• Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
• Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
• Learning & Development: An extensive range of internally and externally run courses are available for all employees.
• Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
• 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.
• Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.

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