Service Desk and Bookings Operations Manager

19 hours ago

Sidcup, Greater London, United Kingdom House Of Willow Alexander Full time £32,000 - £50,000 per year

Service Desk & Booking Operations Manager

House of Willow Alexander – Sidcup

Salary: £32,000 – £ 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.

This is a central role responsible for managing all inbound enquiries, converting bookings, and orchestrating the flow of work onto our teams through our booking platform. 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.

The Role

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.

Key Responsibilities

  • Manage all inbound enquiries across phone, email, WhatsApp and website
  • Convert enquiries into booked work with warmth, clarity and confidence
  • Create and structure jobs accurately within our booking platform
  • Ensure notes, timings, job details and access information are complete
  • Monitor the diary, identify capacity gaps and optimise daily routes
  • Communicate clearly with customers regarding timings, availability and expectations
  • 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

What You Bring

  • Experience in a bookings, customer coordination, service desk, or operational role
  • Confidence and warmth on the phone
  • Ability to manage multiple enquiries while maintaining accuracy
  • Highly organised with excellent attention to detail
  • Strong problem-solving ability and a calm approach under pressure
  • Experience using any kind of booking or scheduling tool
  • A natural sense of communication and customer care
  • Pride in delivering a premium service standard

Why Join House of Willow Alexander

You will join a brand in an exciting moment of growth, with a clear vision and a beautifully designed future. Our team culture combines creativity, care, and high operational standards. 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.

Location

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

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