Service Desk and Bookings Operations Manager

The Other House; Foots Cray; On-site; GBP 30,000 - 40,000; Full time

Job summary

A premium service provider in Foots Cray seeks a Service Desk & Booking Operations Manager to manage customer inquiries, convert bookings, and ensure smooth operations. This hands-on role requires strong organizational and problem-solving skills. Candidates should be warm and confident communicators, with experience in service desk operations or bookings. Join a growing team committed to delivering excellence in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• Manage all inbound enquiries across phone, email, WhatsApp and website.
• Convert enquiries into booked work with warmth, clarity and confidence.
• Produce simple daily and weekly performance reports.

Skills

Customer communication

Organizational skills

Problem-solving

Attention to detail

Experience with booking tools

Job description

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 organized, 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.

• 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 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 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