Head of Lettings Operations & Frontline Team

Dwelly; Greater London; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Performance-based bonus

Equity options

Job summary

Dwelly is seeking an experienced Operations Team Leader to manage a front-line team across Tenant Find, Property Management, and Payments. You will drive day-to-day delivery through 2–6 staff initially, expanding to 6–12 as we scale, and be accountable for hitting key metrics daily and weekly.

This hands-on leadership role requires strong people skills, change management and a data-driven approach. Regular travel across UK branches and quarterly visits to London HQ are expected.

Qualifications

• 2+ years in a high-growth startup, scale-up or tech-led business, or in a high-volume operation — where the numbers were reviewed daily and the process changed underneath you.
• 1+ years leading front-line field, branch or customer service teams of 5 or more, hitting targets through them.
• Experience managing individual performance, including formal performance processes
• Uses operational data to set priorities and diagnose problems, and can show how
• Works independently and makes decisions without complete information
• Adopts new technology quickly and brings a team with them
• Delivery-focused and organised — thrives on daily targets and keeps a busy operation moving without dropping balls
• Comfortable with ambiguity and frequent change

Responsibilities

• Own your team's daily output across Tenant Find, Property Management and Payments journeys.
• Hit and beat key metrics daily and weekly.
• Run the daily operating rhythm: allocate work, manage diaries, unblock negotiators in real time, and prevent slips.
• Resolve complex cases and bottlenecks; read dashboards, identify drift, and escalate only when necessary.
• Directly manage and develop Letting Negotiators, Property Managers and Financial Analysts (2–6 to start, growing to 6–12).
• Coach through 1:1s, set targets, deliver training, and conduct performance reviews.
• Maintain morale and engagement during change; onboard new joiners with the Talent team.
• Enforce SOPs and service standards; ensure fast, accurate landlord/tenant communications.

Skills

Team Leadership

Performance Mgmt

Data-Driven

Ambiguity Tolerance

Change Management

Operations Excellence

KPI Focus

Job description

Dwelly is seeking an experienced Operations Team Leader to manage a front-line team across Tenant Find, Property Management, and Payments. You will drive day-to-day delivery through 2–6 staff initially, expanding to 6–12 as we scale, and be accountable for hitting key metrics daily and weekly.

This hands-on leadership role requires strong people skills, change management and a data-driven approach. Regular travel across UK branches and quarterly visits to London HQ are expected.