Lettings Operations Lead - Scale & Transform Team

Dwelly; Birmingham; On-site; GBP 55,000 - 75,000; Full time

Job summary

Dwelly is building the AI operating system for residential lettings. We seek an experienced Operations Team Leader to manage a front-line team (Tenant Find/Property Management/Payments) and own day-to-day lettings delivery across our agencies.

You will lead Letting Negotiators, Property Managers and Financial Analysts, starting at 2–6 and scaling to 6–12 as we grow, while maintaining high standards through fast-changing environments.

Qualifications

• 2+ years in a high-growth startup, scale-up or tech-led business, or in a high-volume operation — where numbers were reviewed daily and processes changed underneath you
• 1+ years leading front-line teams of 5+ people, hitting targets through them
• Experience managing individual performance, including formal performance processes
• Uses operational data to set priorities and diagnose problems
• Adopts new technology quickly and brings a team with them
• Delivery-focused and organised — thrives on daily targets and keeping a busy operation moving

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, and ensure nothing slips.
• Resolve complex cases and bottlenecks; read dashboards fluently, spot drift, and escalate to the Operations Manager only where needed.
• Directly manage a team of Letting Negotiators/Property Managers/Financial Analysts (2–6 to start, growing to 6–12), owning performance and development.
• Balance support with autonomy — be hands-on without micromanaging.
• Coach to raise the bar with side-by-side feedback and clear expectations.
• Run 1:1s and team huddles, set targets, deliver training and reviews.
• Maintain morale and engagement during change; onboard new joiners with the Talent team.
• Enforce SOPs, compliance and service standards across properties and applicants.
• Support through peaks and absences, and align with branch managers and central teams.
• Lead process changes and adopt new technology and AI-enabled workflows.

Tools

CRM

Job description

Dwelly is building the AI operating system for residential lettings. We seek an experienced Operations Team Leader to manage a front-line team (Tenant Find/Property Management/Payments) and own day-to-day lettings delivery across our agencies.

You will lead Letting Negotiators, Property Managers and Financial Analysts, starting at 2–6 and scaling to 6–12 as we grow, while maintaining high standards through fast-changing environments.