Team Coordinator/Team Lead - Tenant Find

About Dwelly Dwelly — a UK-based, AI-enabled lettings and property management platform, that is growing through a roll-up strategy acquiring estate agencies. The company leverages two arms: i) acquiring existing letting agencies, effectively buying its highly sticky, recurring revenue-type landlords portfolios, and then ii) building a top-notch technology to automate tenant management, payments, and post-rental property maintenance. The company seamlessly integrates AI services to automate all business processes within brick-and-mortar real estate agencies, integrating them into a tech-enabled digital letting platform in two months to radically improve the user experiences and increase efficiency of the business. 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 Lettings Team Coordinator/Team Leader to run a front-line Tenant Find team and own the day-to-day delivery of lettings across our integrated agencies. You'll lead a team of Letting Negotiators — starting at 2–6 and growing to 6–10 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 is a specialised function and you'll be expected to upskill quickly into the detail of the process. Existing UK lettings experience is a real plus, but it's not essential — if you're a strong people-manager who picks things up quickly and thrives in ambiguity, we want to hear from you. You'll report to the Operations Manager for Tenant Find and sit directly above the Letting Negotiators. Job Location • Regular travel between 2–3 branches in the same area is expected, plus periodic visits to our London HQ (roughly once a quarter). • Preferred locations: Birmingham, Peterborough, Cheltenham, Gloucester, 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. Key Responsibilities Own daily delivery and the numbers • Own your team's daily output across the Tenant Find journey — from listing and marketing, through viewings and applicant screening, to offer acceptance and move-in. • Hit and beat the key Tenant Find metrics every day and week: time-to-let, viewing-to-offer conversion, lead response time, applicant quality and achieved rent vs asking price. • 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. Lead, coach and develop the team • Directly manage a team of Letting Negotiators (2–6 to start, growing to 6–10), owning their performance, development and day-to-day support. • Balance support without micromanaging — hands-on without overcontrolling. • 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. 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. 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. What We're Looking For Essential • Proven team-leadership experience — you've managed a front-line team of at least 3 direct reports and hit targets through them. Backgrounds in contact centres, BPO, retail or branch networks are very welcome; the common thread is high-volume, KPI-driven environments where service level is the product. • Fast learner — you pick up new functions, processes and systems quickly, and are ready to upskill into the detail of Tenant Find from day one. • Delivery-focused and organised — you thrive on daily targets, live in the detail, and keep a busy operation moving without dropping balls. • Comfortable with data — you read dashboards, understand what's driving the numbers, and make evidence-based decisions. • A natural coach — you get the best out of people, set a high standard, and hold your team to it with fairness and pace. • Comfort with ambiguity and rapid change — you stay calm and keep the team steady when things shift quickly. • Willing to travel across branches — regular travel between 2–3 branches in your area is expected, plus periodic visits to our London HQ (roughly once a quarter). • Customer-obsessed and tech-forward — you care about the experience landlords and tenants receive, and you're quick to adopt new systems and genuinely interested in using AI and software to work smarter. Nice to Have • UK residential lettings experience, ideally with a tenant finding focus. • Hands-on Lettings Negotiator experience. • Knowledge of UK lettings regulations (ARLA/Propertymark, right-to-rent, referencing). • Experience implementing new CRMs or handling post-acquisition integrations. • A full UK driving licence. Compensation & Benefits • Competitive salary with performance-based bonus and the potential for equity options, recognising exceptional contributions to our growth. What's it like being a Dwell-er? Feel free to check out Dwelly Core Principles — that's about what we believe in, and how we operate and make decisions. What we offer isn't a fancy office or a static workplace. It's solving one of the world's most complex problems in the largest consumer industry on earth (residential rentals), improving the experience for the >30% of households — over 5M in the UK — that live in rental homes. We work hard, aim for extremely ambitious results, and want people who'll one day look back and say "hell yeah, that was me that did it all". • Customer obsession rather than competitive focus • Passion for invention • Operational excellence • Long-term thinking By applying for this position, you consent to the processing and storage of your personal data for recruitment purposes for up to 365 days, in accordance with our data retention policy and applicable data protection laws. By applying for this position, you consent to the processing and storage of your personal data for recruitment purposes for up to 365 days, in accordance with our data retention policy and applicable data protection laws.