Soho Support, Team Lead - 12 Month FTC

The Role...
As our Soho Support Team Leader (12 Month 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.

 

Client-provided location(s): Stafford, United Kingdom

Job ID: 4710741101

Employment Type: OTHER

Posted: 2025-11-13T18:29:36