Lead, Frontline Lettings Operations

Dwelly; Nottingham; On-site; GBP 52,000 - 70,000; Full time

Job summary

Dwelly in the United Kingdom is seeking an experienced Operations Team Leader to manage a front-line lettings team across Tenant Find, Property Management and Payments. You will lead Letting Negotiators, Property Managers, and Financial Analysts, starting with 2–6 and growing to 6–12, driving daily delivery and performance.

This hands-on role requires resilience through change, process refinement, and close collaboration with branch managers and our London HQ.

Qualifications

• 2+ years in a high-growth startup, scale-up or tech-led business with rapid change.
• 1+ years leading front-line teams of 5+ staff in high-volume operations.
• Experience managing individual performance and formal processes.
• Uses operational data to set priorities and diagnose problems.
• Independent, decisive and able to work with incomplete information.
• Fast learner and quick adopter of new technology.
• Delivery-focused with strong organizational skills.
• Comfortable with ambiguity and frequent change.

Responsibilities

• Own your team's daily output across the Tenant Find/Property Management/Payments journey.
• Hit and beat the key metrics every day and week.
• Run the daily operating rhythm: allocate work, keep the diary full, unblock negotiators in real time.
• Resolve complex cases and bottlenecks; read dashboards fluently, escalate only when needed.
• Directly manage a team of Letting Negotiators/Property Managers/Financial Analysts — starting at 2–6 and growing to 6–12.
• Balance support with autonomy — be hands-on without micromanaging; conduct 1:1s and training.
• Maintain morale and engagement during significant change; onboard new joiners and work with Talent.
• Enforce adherence to SOPs, compliance and service standards across properties and applicants.
• Lead process changes and champion adoption of new tools and AI-enabled workflows.

Skills

Startup/scale-up

Front-line leadership

Performance management

Data-driven decision making

Independent decision making

Tech adoption

Delivery-focused

Ambiguity tolerance

Job description

Dwelly in the United Kingdom is seeking an experienced Operations Team Leader to manage a front-line lettings team across Tenant Find, Property Management and Payments. You will lead Letting Negotiators, Property Managers, and Financial Analysts, starting with 2–6 and growing to 6–12, driving daily delivery and performance.

This hands-on role requires resilience through change, process refinement, and close collaboration with branch managers and our London HQ.