Customer Support Coordinator - Membership (remote working) London, England
Job description
Who We Are…
We are a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally. Soho House is a space for its diverse membership and teams to connect, grow, have fun and make an impact.
Job Title: Membership Support Coordinator (Fully Remote)
Department: Soho Support Team
Location: Fully Remote
Hours: 40 hours per week (5 shifts across a 7-day period, between 8am-10pm)
Salary: £10ph
The Role…
Our Soho Support Team (SST) is responsible for providing creative solutions and fast, to our members and customers globally, across Membership, Bedrooms & Soho House Retail. We offer memorable experiences and deliver industry leading service to all.
With new house openings globally, this is an exciting time to be joining our team and we're looking for fully remote Membership Coordinators based across the UK to deliver a first-class service to our members via phone and email.
Main Duties…
- To be an enthusiastic and proactive first point of contact for Soho House member queries via telephone and email. Responding to these in a timely manner, whilst adhering to the departments SLA's.
- Providing information to prospective members about our membership offering and application process
- Setting up new member and member renewal payments via credit card, Direct Debit, Sepa and occasional bank transfer payment, ensuring all transactions are handled accurately and as per company/legal guidelines.
- Responsibility for amending, pausing, transferring and upgrading memberships, ensuring compliance with the appropriate Terms & Conditions.
- Use our Salesforce, GEM and Open Table database to create, look up and update records for current and potential members.
- Proactively contact members who are due to expire or where we haven't received payment to reinstate membership
- Completing general membership administration tasks
- Supporting other departments with information requests etc.
- Any ad-hoc projects given by the Head of Support / Soho Support Manager
Requirements…
This role is for you if you…
- Are passionate about providing first class customer service
- Are an excellent problem solver
- Thrive in a fast-paced team environment
- Have experience of working in a customer facing role
- Have excellent verbal and written communication skills in English
- Are IT proficient with excellent knowledge of Microsoft Office
- Are great with new systems
- Are highly motivated, adaptable and have great attention to detail
- Are resilient and happy to deal with complaints through to resolution
- Enjoy working within a team in order to collaboratively find solutions
- Are able to work flexible shift patterns including evenings, weekends and bank holidays
- Are keen to learn more about Soho House
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
- Annual Soho Friends Membership
- Enhanced Pension Scheme
- Private Health and Dental Care
- Cycle to Work Scheme/Season Ticket Loan
- In conjunction with Soho Impact, take 3 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.
Opportunities for all…
Soho House was created to bring diverse communities of people together, and we take the same approach when building our teams. We thrive on differences and believe it is critical to our success as a global company. Soho House is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.
