Soho House & Co

Supervisor

• Responsible for daily task allocation of all administrative tasks such as but not limited to; failed payments, chasing payment, refunds, ACH
• Ensuring these are completed in an accurate, timely manner and that the team are well trained to execute with confidence.
• Assisting with continual development of existing staff through PDPs and quality monitoring
• Track performance & productivity of the team using systems and reporting metrics available to you (Salesforce/Akixi)
• Using this information to then support, coach and develop. • Support management with probationary periods, absence, timekeeping, break schedules and holidays in line with People Team policies.
• Be fully proficient and a subject matter expert with regards to all membership types and pricing structure/strategy globally. Ensuring team are equipped with most recent information.
• Proactively seek, review and assess customer feedback across all channels.
• To review and evaluate the operational procedures/manuals including onboarding documentation on a regular basis to instigate any necessary changes to improve operations.
• Be an expert in complaint management, by proactively taking charge of any difficult situations in relation to member complaints, ensuring each situation is resolved efficiently, effectively and creatively. Continually leading by example by delivering service excellence at all times.
• Take the lead on PWK/VIP member/customer contact
• Responsible for daily case management- checking contact levels, maintaining our agreed SLA, triaging and taking ownership and being first point on contact for escalations.
• Managing SLA on the phones ensuring adequate shift cover for all opening times. Fully accountable for SVC %.

Support Supervisor – Membership

General

• Enthusiastic first point of contact for Soho House member queries via telephone and email.
• Responding to these queries in a timely manner and adhering to the departments SLA’s.
• Offering a pro-active service to our diverse membership through telephone and email.
• Use Salesforce database to create, look up and update records for members and bookings.
• Set up new member and renewal payments via credit card, Direct Debit, ACH, and bank transfer.
• Team responsible for general administration of our houses globally.
• Responsibility for amending, pausing, transferring and upgrading memberships.

Support Coordinator – Membership

• 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 New York and Los Angeles.
• 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.

Support Coordinator – Member Services

• To effectively handle all incoming calls and email enquiries for room reservations for Soho House properties in the Americas, converting enquiries to bookings and in line with mystery shop guidelines.
• Accurate data entry, ensuring that all guest records are correctly inputted at all times, without exception.
• To be commercially aware and able to offer recommendations on services. Keeping up to date with all promotions and special offers across the business.
• To ensure that Soho House reputation is second to none within the industry in terms of customer experience by continually exceeding guest expectation and providing service excellence.
• To undergo any training needed to achieve the above responsibilities
• To work to agreed KPIs and adhere to company policies and procedures, whilst delivery service excellence in line with the Soho House ethos.

Support Supervisor – Membership

Support Coordinator – Membership

Support Coordinator – Member Services

Support Coordinator – Bedrooms