Operations Team Lead

About Dwelly

Position summary

Key responsibilities

• Own daily output and key metrics; allocate work, maintain the diary, unblock negotiators, resolve cases, and respond to dashboard trends.
• Manage, coach, and develop the team through feedback, one-to-ones, huddles, targets, training, and performance reviews.
• Maintain morale through change, onboard new joiners, and work with Talent to keep the pipeline active.
• Enforce SOPs, compliance, and service standards; maintain quality communication with landlords and tenants and resolve issues with branch managers.
• Cover peaks and absences hands-on when needed.
• Lead process changes and support new technology and systems implementation.
• Create training materials, promote adoption of new tools and AI-enabled workflows, analyze metrics, and implement practical improvements.

What the employer is looking for

• At least 2 years in a high-growth startup, scale-up, or tech-led business; the source lists these as alternative contexts.
• Strong people, metrics, process, and change-management experience.
• Ability to learn quickly and thrive in ambiguity.
• A full UK driving licence is required for branch travel.
• Existing UK lettings experience is a plus, not essential.

Location and travel

• Regular travel between multiple branches in the same area is expected, with visits to the London headquarters roughly once a quarter.
• Preferred locations include London, Birmingham, Coventry, Nuneaton, Leicester, Gloucester, Cheltenham, and other locations in the Midlands.
• The employer says candidates outside the preferred areas may still apply.