At a Glance
- Tasks: Be the friendly face of Soho House, helping members with bookings and inquiries.
- Company: Join a vibrant team at Soho House, known for luxury hospitality.
- Benefits: Enjoy competitive pay, discounts, and unique perks like a birthday day off.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real impact by enhancing member experiences in a fast-paced environment.
- Qualifications: Passion for luxury service and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
About the Role
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.
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.
Key Responsibilities
- Act as a warm, professional, and knowledgeable first point of contact for Soho House members, delivering exceptional service via telephone and email.
- Respond to all member queries in a timely and efficient manner, consistently meeting or exceeding departmental SLAs and personal performance KPIs.
- Deliver a proactive, solutions‑focused service to a diverse global membership, anticipating needs and enhancing the overall member experience.
- Manage a variety of requests including membership administration, club and restaurant enquiries, and general support across our Houses in UK cities.
- Take ownership of member queries from initial contact through to resolution, ensuring a seamless and personalised experience.
- Collaborate effectively with internal teams and support departments to resolve issues and continuously improve service delivery.
- Identify opportunities to improve processes and member experience through initiative and feedback.
Qualifications
- A genuine passion for luxury hospitality and delivering elevated, personalised customer experiences.
- Self‑motivated and solution driven, with the ability to absorb training materials quickly and demonstrate initiative.
- A natural communicator with a polished and professional telephone manner, alongside excellent written communication skills.
- Highly organised with exceptional attention to detail and the ability to multitask in a fast‑paced environment.
- Proactive and resourceful, with a strong sense of ownership and the confidence to take initiative in problem‑solving.
- Results‑driven, with a clear understanding of working towards and achieving individual and team KPIs.
- Adaptable, resilient, and motivated, with a strong desire to learn, grow, and progress within the business.
- Discreet and trustworthy, with a clear understanding of the importance of handling confidential member information.
Experience
- Required Experience
- Experience working within a luxury hospitality, premium service, or high‑end customer‑focused environment.
- Proven ability to meet or exceed personal and departmental KPIs and SLAs.
- Experience using Salesforce or a similar CRM system.
- Strong experience working in a fast‑paced, target‑driven team environment.
- Excellent verbal and written communication skills in fluent English.
- Solid understanding of GDPR and the importance of data protection.
- Preferred Experience
- Experience with Open Table or similar reservation systems.
- Experience working within a membership‑based or loyalty‑driven environment.
- Previous experience supporting international customers or working across multiple regions.
- Experience working in a remote or hybrid environment.
- Additional Information
- 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.
- While a dedicated home office is not required, you must have access to a quiet, private workspace free from distractions during working hours.
- A strong and reliable internet connection is essential to perform effectively in this role.
- 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.
- All necessary equipment, including a laptop and headset, will be provided by Soho House.
Benefits
- Competitive compensation packages that feature global benefits and perks.
- Soho Friends Membership – House Membership after 1 year of service.
- 50% off Food & Drink, 7 days a week.
- Weekly pay.
- Life Assurance.
- Birthday Day Off.
- Up to 50% Staff Discount on Cowshed & Soho Home.
- In Office Dog Policy.
- Season Ticket Loan.
- In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
- Free Counseling Sessions.
- 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.
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Soho Support Coordinator - Member Services in London employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Soho Support Coordinator - Member Services in London
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like PVH (Tommy Hilfiger/Calvin Klein) value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like PVH (Tommy Hilfiger/Calvin Klein) a taste of how you handle customer queries.
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✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like PVH (Tommy Hilfiger/Calvin Klein).
We think you need these skills to ace Soho Support Coordinator - Member Services in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for PVH (Tommy Hilfiger/Calvin Klein)!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at PVH (Tommy Hilfiger/Calvin Klein)
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
