Online Customer Service Coordinator

2 weeks ago

Nuneaton, United Kingdom Soho House & Co. Full time

**Who We Are**

We are a collection of members' clubs, restaurants, hotels, workspaces and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally. Soho House is a space for its diverse membership and teams to connect, grow, have fun and make an impact.

**Job Title: Online Customer Service Coordinator (Retail - Soho Home & Cowshed)**

**Department: Soho Support Team**

**Location: Nuneaton, Warwickshire, West Midlands**

**Hours: 40 hours per week (5 shifts across a 7-day period)**

**Salary: £12ph**

**The Role**

We are looking for our first experienced, committed and personable eCommerce Customer Care Agent to join our Warehouse team in Nuneaton.

You will be a representative of the Soho Support team, however based at our UK warehouse for additional support and department needs.

**Responsibilities**
- When working from the warehouse, to assist the team with any miscellaneous enquiries or requests to support customer enquiries and orders
- To assist the warehouse admin team when needed for additional support.
- Processing orders, deliveries and returns for Soho House Retail.
- Liaising with internal and external departments with both the support team and warehouse teams, 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.

**Desired Skills**
- Maintaining a strong relationship with our warehouse and the office based support team
- The ability to confidently communicate in both spoken and written English
- Previous experience in warehouse operations and logistics preferred, however full training provided
- 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, workload and online presence via internal communication systems
- Good attention to detail and administration skills
- Sufficient knowledge of Microsoft Office
- Problem solving skills and the ability to manage complaints efficiently

**General**
- Ensure the highest level of personal appearance at all times
- Ensure that you are on time for work
- Adhere to the company procedures for sickness and absence, for both Soho House and Rhenus
- Be fully aware of the fire and bomb procedures
- Identify and report hazards and maintenance requirements in the workplace
- Any reasonable requests from Senior Management / Directors

**Health and Safety**
- Ensure that all potential and real hazards are reported immediately and rectified.
- Be fully conversant with all departmental Fire, Emergency and BOMB procedures.
- Emergency procedures are rehearsed quarterly with attendance records, implemented and enforced to provide for the security and safety of guests and employees.
- Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
- Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

**Note**:
Only those eligible to work in the UK or have a valid UK work permit/visa will be considered for the above position.

**Opportunities for all

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