Job Summary
The Front of House Manager is the first point of contact for Dwello. It plays a key role in delivering a professional and welcoming experience to landlords, tenants, contractors, applicants and visitors. You will be responsible for managing all front-of-house operations, handling enquiries through our main telephone line and shared email inbox, coordinating key management, supporting the wider property management team with administrative tasks, and ensuring property marketing displays are kept accurate and up to date.
This role requires good organisation, communication skills and attention to detail, with a strong focus on customer service and teamwork.
Key Responsibilities
- Welcome all visitors to the office and provide a professional first impression of Dwello.
- Manage all walk-in enquiries from landlords, tenants, contractors and prospective tenants.
- Answer and manage the main office telephone line, ensuring calls are dealt with efficiently or directed to the appropriate team member.
- Monitor and manage the shared email inbox, responding to enquiries where appropriate and allocating tasks to the correct team member.
- Maintain the branch key management system, ensuring keys are accurately logged, tracked and returned and escalating where required.
- Support Property Managers and Lettings Managers with general administrative duties.
- Assist with tenancy administration, document preparation and data entry within company systems.
- Ensure property advertising displays and branch TV screens are kept up to date with current property listings and company marketing materials.
- Maintain accurate records within Reapit and other company systems.
- Assist with appointment scheduling, contractor access arrangements and diary management when required.
- Ensure the reception and customer areas remain tidy, professional and welcoming at all times.
- Contribute to maintaining high standards of customer service across the business.
Required Skills & Experience
- Previous experience in a customer service, reception, administrative or front-of-house role.
- Excellent verbal and written communication skills.
- Strong organisational skills with the ability to prioritise multiple tasks.
- Confident using Microsoft Office applications including Outlook, Word and Excel.
- Professional and confident telephone manner.
- High attention to detail and accuracy.
- Ability to work as part of a close-knit team.
- Positive, proactive and customer-focused approach.
Personal Attributes
- Friendly, approachable and professional.
- Well-presented and confident dealing with a wide range of people.
- Strong problem-solving skills.
- Able to remain calm and organised in a busy office environment.
- Flexible and willing to support colleagues across the business when required.
What Success Looks Like
- All enquiries are responded to promptly and professionally.
- The shared inbox and telephone lines are effectively managed with minimal delays.
- Key management records are accurate and up to date.
- Property advertisements and branch displays are always current.
- Visitors consistently receive a positive experience when dealing with Dwello.
- Property Managers and Lettings Managers receive timely and effective administrative support.
Salary:
Starting salary £26,000 + 34 days holiday, discretionary bonus and pension
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