The Role...
As our Soho Support Team Leader (Fixed-Term Contract), you’ll play a key role in maintaining our high standards of service delivery and operational excellence. Working closely with the Senior Soho Support Manager, you’ll oversee the daily operations of a dynamic support team, ensuring our members receive timely, effective, and empathetic support throughout their journey with us. You’ll lead, coach, and develop the team to achieve performance goals, foster a positive culture, and continuously improve processes and member satisfaction.
Key Responsibilities...
Team Leadership and Development
- Lead and develop a high-performing support team, setting clear objectives and performance metrics.
- Monitor service levels (SLA) and call dashboards to ensure targets are consistently met.
- Provide coaching, feedback, and structured development plans (PDPs) for team members.
- Design and deliver training sessions to improve customer care, product knowledge, and problem-solving skills.
- Foster a culture of collaboration, continuous learning, and service excellence.
- Support recruitment and onboarding processes for new team members.
Complaint Handling and Member Experience
- Manage escalated or complex member queries efficiently and empathetically.
- Act as a liaison between departments to resolve member issues and identify process improvements.
- Analyse complaint trends to prevent recurrence and improve satisfaction.
- Champion the member experience by gathering feedback and implementing improvement strategies.
Operational Excellence
- Ensure adherence to company systems, policies, and quality standards.
- Prepare and present performance reports to senior management.
- Collaborate cross-functionally to enhance the end-to-end member experience.
- Contribute to the continuous improvement of tools, systems, and procedures to drive efficiency.
What We’re Looking For
- Proven experience in a customer support or service leadership role.
- Strong problem-solving and decision-making skills.
- Excellent communication, coaching, and interpersonal abilities.
- A proactive, positive, and collaborative approach to team and process improvement.
- Familiarity with customer support systems and performance tracking tools.
- Passion for delivering exceptional customer service and developing others
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
- Free lunch at Store X Café in 180 Strand on Mondays
- 50% off Food & Drink at Soho Houses, 7 days a week
- Staff Bedroom Rates
- Private Health and Dental Care
- Life Assurance
- Birthday Day Off
- Up to 50% Staff Discount on Cowshed & Soho Home
- Dog Policy on Fridays
- 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.