Online Retail Customer Service Coordinator - Soho Home

This job is with Soho House, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

About Soho Home

Soho Home is a modern interiors brand created for members of Soho House and inspired by the look and feel of our Houses around the world. From furniture and lighting to textiles and tabletop, every piece is designed to mirror the warmth and character of Soho House style, allowing our customers to bring the House home.

The Role

As an Online Retail Customer Service Coordinator, you will be the first point of contact for our customers, providing best-in-class service across email, phone, and live chat. You’ll handle queries relating to orders, product information, deliveries, returns, and general aftercare—ensuring every customer interaction reflects the Soho Home values and service standards.

Shift Pattern: 5 shifts across a 7-day period (including weekends and bank holidays as part of a rota)

Location: UK support office Remote 4 days per week (occasional office attendance for training – 180 The Strand)

Salary: £13 per hour

Main Duties

• To effectively handle all incoming calls and email enquiries for Soho Home, converting enquiries to sales by displaying excellent product knowledge.
• Processing orders, deliveries and returns for Soho Home.
• Liaising with internal and external departments in order to respond effectively to any customer enquiry.
• The resolution of customer issues and complaints, including consistent follow up and escalation where necessary.
• Provide excellent product knowledge by maintaining a keen interest and understanding of all product lines.
• Customer focused, taking pride in delighting our clients by using creative and resourceful resolutions.
• To learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to.
• Adhering to set KPIs both team wide and personal.
• Take ownership of customer issues through to resolution, following up where necessary.
• Identify and escalate repeat issues or process inefficiencies to the Customer Service Manager.
• Contribute to a culture of continuous improvement, sharing feedback and insights.
• Represent the Soho Home brand in every interaction.

What We Are Looking For

• An excellent communicator through telephone and email.
• Proven ability to successfully handle high volumes of calls/emails.
• The ability to confidently communicate in both spoken and written English.
• Previous experience with CRM systems (Salesforce) is preferred, however full training will be provided to the successful candidate.
• Previous experience of working with call centre solutions and email ticketing systems.
• An understanding of retail ecommerce along with operations and logistics.
• A customer-first attitude with a passion for interiors and design.
• Previous experience of working with high profile/VIP guests.
• Excellent time management skills with the ability to prioritise tasks and meet deadlines.
• A team player who enjoys a challenge.
• Adaptable and willing to go the extra mile for members and customers.
• Confident to manage your own time and workload.
• Good attention to detail and administration skills.
• Sufficient knowledge of Microsoft Office.
• Problem solving skills and the ability to manage complaints efficiently.

Benefits

• Soho Friends Membership (Every House Membership awarded after 1 years’ service).
• Free lunch at Store X Café in 180 Strand on Mondays.
• 50% off Food & Drink, 7 days a week.
• Staff Room Rates.
• Private Health and Dental Care.
• Weekly Pay.
• Life Assurance.
• Up to 50% Staff Discount on Cowshed & Soho Home.
• In Office Dog Policy.
• Season Ticket Loan.
• Christmas Office Closure.
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Free Counselling Sessions.
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• Continuous training to develop yourself personally and professionally.
• Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more.
• 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.