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.

• 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.

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