ECommerce Customer Care Coordinator - Retail - Soho House and Co.
Who we are
The Soho House Group is a collection of private members’ clubs and restaurants, catering to those in the film, media, fashion and creative industries. Soho House exists to create a comfortable home for a community of likeminded, creative people, wherever they are. The Group has expanded to include cinemas, hotels, restaurants, the Cowshed brands including Cheeky and Neville and our retail offering Soho Home; products manufactured by and for Soho House, ‘Bringing the House Home’.
The latest development is The Ned which is a new opening from Soho House and Co and Sydell Group, located in the heart of The City. Originally a bank, the Grade- 1 listed building has been developed and restored to hold 252 hotel bedrooms, twelve restaurants and bars, a members club, a gym, Cowshed spa and two swimming pools, as well as six dedicated event spaces.
The Role
Taking ownership of all eCommerce related queries, supporting the Soho Home web traffic and be solely responsible for championing telephone orders and actioning customer contacts within agreed KPIs. In addition, you will support the rest of the LRO Beauty team by assisting with Cowshed Online where required, and keeping a vested interest in Beauty Reservations and the wider LRO team.
Responsibilities:

Act as a central point for all eCommerce related queries, solely managing all customer contacts in order to ensure consistency in service and the quickest resolution possible.  Ensuring a thorough handover is left for the team during any rest days or holiday.
Be solely responsible for all refunds and replacements and that these are actioned daily once stock arrives back, updating the relevant trackers.
To support the rest of the LRO in dealing with any eCommerce related queries where applicable.
To support the eCommerce Team for Soho House and Co. Retail on monitoring the site and communicating any technical issues as appropriate.
To establish a working relationship with all key stakeholders; for example, logistics and the distribution centre in order to ensure we’re providing the best service possible.
To support the LRO Management Team on any eCommerce related training, working alongside on championing telephone ordering and producing incentives surrounding this in order to maximize sales – recording and reporting success rate.
To lead by example; working with the team, exhibiting strong customer care skills and ensuring each client receives Yes, Yes, Yes service and the WOW factor is delivered at every opportunity.
To be commercially aware and able to offer recommendations on services and products. Keeping up to date with all promotions and special offers across the brand and departments, and with competitors.

Required Skills:

Telephone based customer service experience essential.
Previous experience with Reservations and Ecommerce systems (Book4Time/Magento) is preferred, however full training will be provided to the successful candidate.
An understanding of retail E-commerce along with operations and logistics.
Previous experience of working with high profile/VIP guests.
Excellent reading, writing, and oral proficiency in the English language.
Excellent time management skills with the ability to prioritise tasks and meet deadlines.
Good attention to detail and administration skills.
Sufficient knowledge of Microsoft Office
Problem solving skills and the ability to manage complaints efficiently.

We offer:

Competitive salaries
28 Paid holidays per annum inclusive of bank holidays.
Salary exchange schemes, such as childcare vouchers and cycle to work scheme.
Annual staff events
Fantastic career growth and opportunity to cross train across other LRO departments including Room Reservations for Soho House, and Restaurant and Room Reservations for The Ned.

Only those eligible to work in the UK or have a valid UK work permit/visa will be considered for the above position.
Thank you for showing your interest in Soho House and Co. – we know there’s a lot of choice out there – and we look forward to working with you.