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Online Retail Customer Service Coordinator - Soho Home & Cowshed


Department: Soho Customer Support

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Online Retail Customer Service Coordinator - Soho Home & Cowshed

Department: Soho Customer Support


The Role…

We are looking for an experienced, committed and personable eCommerce Customer Care Agent to join our Soho Support Team.

Shift Pattern - 40 hours per week (5 shifts across a 7-day period)

Salary: £13 per hour

Main Duties...

  • To effectively handle all incoming calls and email enquiries for Soho House Retail (Soho Home, Soho Skin & Cowshed), converting enquiries to sales by displaying excellent product knowledge.
  • Processing orders, deliveries and returns for Soho House Retail.
  • 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.

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 ecommerce systems (Magento/D3R) is preferred, however full training will be provided to the successful candidate
  • Previous experience of working with call centre solutions and email ticketing systems
  • Previous experience of working with Salesforce
  • An understanding of retail ecommerce along with operations and logistics
  • 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


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 Mondays & Fridays
  • 50% off Food & Drink, 7 days a week
  • Staff Room Rate; Any Bedroom, Any House, $100 a night
  • Private Health and Dental Care
  • Weekly Pay
  • Life Assurance
  • Birthday Day Off
  • 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.