Service Desk and Bookings Operations Manager

House Of Willow Alexander; Sidcup; On-site; GBP 32,000 - 38,000; Full time

Job summary

A premium service brand is seeking a Service Desk & Booking Operations Manager based in Sidcup, UK. In this role, you will manage all customer inquiries, convert them into bookings, and ensure a seamless experience. The position requires confidence on the phone, high organizational skills, and experience in customer coordination. You will be integral to the operational success of the team, providing unparalleled service and ensuring efficient diary management. This full-time office-based role offers opportunities for growth within the company.

Qualifications

• Minimum experience in a bookings or customer coordination role.
• Ability to manage multiple enquiries while maintaining accuracy.
• Pride in delivering high service standards.

Responsibilities

• Manage all inbound enquiries across various channels.
• Convert enquiries into booked work with warmth and clarity.
• Monitor diary and optimise daily routes for service efficiency.

Skills

Experience in bookings or customer coordination

Confidence and warmth on the phone

Highly organised with excellent attention to detail

Strong problem-solving ability

Experience using booking or scheduling tools

Job description

Service Desk & Booking Operations Manager

House of Willow Alexander – Sidcup

Salary : £32,000 – £38 000. 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)