Service Helpdesk Coordinator

2 weeks ago

Sidcup Kent, United Kingdom House Of Willow Alexander Full time

Service Desk & Booking Operations Manager
depending on experience

House of Willow Alexander is building one of the UK's most distinctive home & garden service institutions — a premium brand where craftsmanship, design, and service excellence come together. As we continue to grow and prepare for the launch of our new digital platform, we are now seeking a
Service Desk & Booking Operations Manager to become the operational heartbeat of the House.

You will ensure every customer receives a seamless, premium experience from the first conversation through to confirmed service.

If you’re organised, confident on the phone, enjoy fast-paced coordination, and take pride in delivering a beautifully smooth operation, this role may be the perfect fit.

You will lead the day-to-day booking and service desk function, managing the front line of customer communication and ensuring all jobs are accurately structured within our booking platform.

You will partner closely with our Operations Director to maintain an efficient diary, avoid conflicts, and keep vans running at profitable capacity. This role is hands-on, people-focused, and integral to the success of our service teams.

Manage all inbound enquiries across phone, email, WhatsApp and website
Support sales where needed by explaining pricing, House Plans and membership options
Manage urgent changes or cancellations calmly and professionally
Produce simple daily and weekly performance reports
Uphold a best-in-class customer experience across every touchpoint
Experience in a bookings, customer coordination, service desk, or operational role
Confidence and warmth on the phone
A natural sense of communication and customer care
Pride in delivering a premium service standard
You will join a brand in an exciting moment of growth, with a clear vision and a beautifully designed future. As the business expands, this role offers real opportunity for progression into senior operational management.
This is not a call-centre role. It is the central coordination function that helps the House operate with elegance, efficiency and clarity.

SIDCUP- South East London HQ (office based role full time)

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