About the job

About Dwelly

Dwelly is building the AI operating system for residential lettings. Its growing network of agencies provides its AI with real-world data, continuous feedback, and control over complete workflows, making exceptional service the standard for landlords and tenants. Today, Dwelly operates more than 15,000 properties and $470 million in GMV, making it one of the UK’s ten largest lettings operators. The company has raised $263 million.

We’re a fast-growing, product-focused company, backed by top-tier investors and led by a team with deep experience in real estate, technology, and operations.

Position Summary

We're looking for an experienced Operations Team Leader to manage a front-line (Tenant Find/Property Management/Payments) team and own the day-to-day delivery of lettings across our integrated agencies. You'll lead a team of Letting Negotiators/Property Managers/Financial Analysts — starting at 2–6 and growing to 6–12 as we scale — and be accountable for hitting the numbers that matter every day and every week.

This is a hands-on, change-heavy leadership role. Alongside keeping the operating model running at ground level, you'll help rebuild processes, roll out new technology, and roll up your sleeves to cover peaks, sick leave and annual leave. We're moving fast and the path will have bumps — you'll need to keep morale and standards high through constant change, while working closely with branch managers across agencies and our London-based central team.

What matters most is your ability to lead a team and learn fast. Tenant Find/Property Management/ Payments are departments you will be expected to upskill quickly into. Existing UK lettings experience is a plus, but it's not essential. We are looking for strong people, metrics, process and change management experience. If you are someone who picks things up quickly and thrives in ambiguity, we want to hear from you.

Job Location

• Regular travel between multiple branches in the same area is expected, plus periodic visits to our London HQ (roughly once a quarter).
• A full UK driving licence is required for branch travel.
• Preferred locations: London, Birmingham, Coventry, Nuneaton, Leicester, and other locations in the Midlands.
• That said, we're growing fast and are eager to accommodate strong candidates — so feel free to apply even if you live outside these areas.
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Key Responsibilities

Own daily delivery and the numbers

• 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 make sure nothing slips through the cracks.
• Resolve complex cases and bottlenecks; read your dashboards fluently, spot when numbers drift, and act fast — escalating to the Operations Manager only what genuinely needs senior judgement.
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Lead, coach and develop the team

• Directly manage a team of Letting Negotiators/Property Managers/Financial Analysts(2–6 to start, growing to 6–12), owning their performance, development and day-to-day support.
• Balance support with autonomy — be hands-on without micromanaging.
• Coach to raise the bar: side-by-side call and viewing feedback, clear expectations, and a culture of accountability and pace.
• Run consistent 1:1s and team huddles, set individual targets, and deliver training, coaching and performance reviews — recognising strong performers and addressing underperformance early.
• Maintain morale and engagement during significant change; onboard new joiners quickly and partner with the Talent team to keep the pipeline warm.
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Protect quality and the customer experience

• Enforce adherence to SOPs, compliance requirements and service standards across every property and applicant your team touches.
• Hold the line on service quality at all times — make sure landlords and tenants get fast, accurate, professional communication throughout.
• Support through peaks and sick / annual leave, stepping in hands-on when needed.
• Align operations with branch managers across agencies, and resolve day-to-day issues and complaints before they escalate.
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Drive transformation and improve the way we work

• Lead process changes as we rebuild operations, and support implementing new technology and systems.
• Create training materials and champion adoption of new tools and AI-enabled workflows across your team.
• Analyse metrics to drive improvements, and be the voice of the front line — surfacing what's broken, slow or clunky to the Operations Manager and central teams.
• Look for small, practical improvements that save time and lift conversion — and put them into practice.
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About the job

JOB TITLE: Operations Manager

LOCATION Bristol Airport

REPORTING TO: Senior Operations Manager

SHIFT PATTERN: The actual days and hours that you work each day (your "shifts") will be organised in accordance with the needs of the airport or site contract and the needs of the operation

Rostered 4 on 4 off shift patterns. Rotation 4 days - 4 nights

CONTRACTED HOURS: 40 hours per week

SALARY: Competitive

Overview Of Job Description

To ensure the effective supervision and performance management of staff in the Company's operation, working alongside the Senior Operations Manager within the operation. To drive a culture of excellence in customer service and maintain an open and positive relationship with airlines and the airport authority. In addition, the Operations Manager will deputise for the Senior Operations Manager as and when required.

In achieving these standards, the Operations Manager is required to devise, influence and deliver opportunities that add further value to the contract in terms of customer service, staff development and net cost benefit.

Key Responsibilities:

Operational

• Ensure that; all Airport Authority Service Level Agreements are met and maintained, the standards of service carried out meets the Company quality standards and the requirement of the Airline. Take appropriate action where standards and services are not being met.
• Ensure that the "image" specified by the Company is maintained in the standards of work, uniform, vehicles, buildings, and all dealing with customers, other airlines, other service companies and the general public.
• Promote a culture of service excellence and maintain a professional image, both personally and corporately - champion legendary service.
• To cover additional shifts that maybe required due to holidays / absences.
• Have a high level of understanding of all ABM software such as AvTech, PowerBI, and proficient in all Microsoft Office applications.
• To manage the resolution of passenger and customer complaints within the given timescale and to be the first point of call for all customer related issues.
• Ensure all equipment is operational and deployed.
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Engagement

• Proactively meet and engage with Airlines on a regular basis to discuss any issues.
• Maintain effective customer contact, report on service delivery and resolve any problems in a timely manner.
• Ensure effective and appropriate communication with all parties throughout the nominated Airport inclusive of relevant Airlines persons
• Establish and maintain good relationships and lines of communication both written and verbal with client airlines and companies such as grounds handlers, caterers etc;
• Ensure that working relationships within the airport are such that they maximise co-operation leading to the efficiency and effectiveness of all staff.
• Attend quarterly/monthly Airport and airline partner meetings as representative of ABM to deliver performance results.
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Reporting

• Provide detailed weekly and monthly reports covering all operational aspects of that week's/ month's operation inclusive of complaints/compliments/ operational data and flights handled.
• Provide monthly CAA (ECAC data) quality standard data detailing any performance deviations and actions taken to address.
• Undertake daily data analysis of Power Bi and detailing any performance deviations and actions taken to address.
• Provide detailed information regarding any delays and actions to be taken to reduce/remove delays.
• Produce weekly and monthly sick/absenteeism reports and actions to reduce the figures.
• Produce weekly and monthly reports on any service lapses that may have occurred and actions to be taken to reduce them.
• Undertake full investigation and written report of all incidents, accidents, and occurrences, highlighting areas that need to be addressed and actions taken. 
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