Property Software Support
Location: Edinburgh EH6 7EZ (Hybrid Working)
Contract: Full-Time, Permanent
Hours: 8:30am – 5:00pm, Monday to Friday (Flexible working applications welcomed)
Key Requirements
- Previous experience within lettings, estate agency or property management
- Strong understanding of UK lettings and/or property sales processes
- Excellent customer service and communication skills
- Strong IT literacy and an aptitude for learning software systems
- Ability to manage multiple priorities and solve problems effectively
- Experience delivering support, guidance or training to customers is advantageous
Application Requirements
- Please submit an up-to-date CV and a cover letter (or supporting statement) outlining your suitability for the role.
- Applications submitted without this information will not be considered.
We have an exciting opportunity for people with experience in lettings or estate agency to transition from dealing with landlords, tenants, or sellers and thrive in a business-to-business role, where you understand the challenges your clients (letting and estate agents) face. We are looking to expand our client support team with an expert in the property industry.
About Us
We are a passionate, innovative and fast-growing company that provides award-winning property software. SME Professional, our cloud-based software solution, is used by letting and estate agents across the UK. We also develop websites for the property, finance and legal industries. In total, our nearly 50-strong team are committed to delivering exceptional products and outstanding customer service.
We feel strongly that alignment with our core competencies is as important as experience. As a business, we regularly seek unique perspectives and are constantly learning and adapting to offer the best products and services to our clients. Our people should share the same passion, be naturally curious, and strive to find innovative solutions. Our modern office beside Leith Links offers flexible working spaces, regular team events, and plenty of caffeinated perks.
We have worked hard to create a friendly and professional environment for our people to enjoy. We feel that connecting and building relationships with our colleagues enables us to work more effectively. We have regular company events, and various team outings and activities to help maintain a strong culture. We even have a video to share with some of our recent team events that you can view here: https://www.youtube.com/watch?v=nDxJBFVbI54
The role
You will bring experience from the property industry and be looking to take a different path, continuing your career as a property expert by helping your property colleagues work more effectively through the use of Property Management software, SME Professional. You should enjoy supporting others and have a strong technical aptitude, with a good understanding of software packages and system processes.
You will help clients become confident users of our software and will be the first point of contact for clients who need guidance, whether that’s answering questions, offering specific support, or walking them through the system during training sessions. Working closely with your colleagues, you’ll help troubleshoot issues, maintain accurate records, and ensure clients have everything they need to use SME Professional efficiently.
This is not a typical support role. Problem-solving is central to the position, meaning no two days are alike. You should take great satisfaction in advising clients, resolving complex issues, and helping them gain real value from the software. Drawing on your background in property and client relations, you will quickly progress to handling more complex enquiries, delivering targeted client training, and coaching the wider team on industry best practice. Best of all, no evening or weekend work is required, as you don’t have to deal with emergency maintenance or tenant issues!
Day-to-day responsibilities will include:
- Engaging with customers in a courteous, helpful and professional manner
- Investigating and resolving client enquiries via telephone and email with efficiency, empathy, and clear communication
- Accurately documenting and following up with incoming enquiries
- Providing step-by-step guidance on navigating the software, both during scheduled check-in calls and through interactive training sessions
- Using available documentation and collaborating with the team to troubleshoot and resolve incoming technical support queries
- Maintaining and contributing to an up-to-date knowledge base to ensure accurate and timely information sharing
- Participating in a range of project-based work as required
- Supporting the development and delivery of training plans and sessions over time
Essential Skills
- Previous customer-facing experience within the property sector
- Familiarity with UK lettings or property sales processes
- Ability to manage and prioritise multiple enquiries in a fast-paced environment
- Strong customer focus, with the ability to build trusted relationships
- Strong organisational and time-management skills
- Collaborative approach, with the confidence to share knowledge and best practice
- Clear and effective written and verbal communication skills
- Great attention to detail
- Quick learner with a thirst for knowledge
- Good IT literacy
- Logical, problem-solving ability
Desirable Skills
- Proficiency with SME Professional Property Management Software
Working hours:
Our standard full-time hours are 8:30am - 5:00pm Monday to Friday. We are also willing to accept applications from candidates who require more flexible working.
How to apply
To help you stand out from the crowd, we want to know more about you and what kind of role you're looking for. Please send us a cover letter or note explaining why you think you're a great fit for this role.
***Applications will not be considered without this information.***
We will assess applications on a rolling basis and reserve the right to close this vacancy at any time. Please apply early to ensure your application is considered.
What we offer
- Annual salary reviews
- Summer 4-day working week in August
- Although overtime is rare, it is offered as paid overtime or the option to take back the hours as flexi-time
- Cycle-to-work scheme
- Currently operating a hybrid working environment, with a typical schedule of 2 days in the office and 3 days from home after the first few months of joining
- Company pension scheme
- Enhanced family leave after 1 year of service
- Relaxed work environment in our bright and modern offices
- Free bean-to-cup coffee, tea, and soft drinks
- Regular paid-for social events and an active Social Committee
- On-site parking and safe bike storage are available
- Personal wellness account with access to wellbeing advice, webinars, and 1-1 support
- Company sick pay
- Free flu vaccinations
We regularly use recruitment agencies but politely ask that recruitment agencies do not contact us for this role. Due to the large volume of calls we receive from recruitment agencies, any agency ignoring this message will, unfortunately, be removed from our potential supplier list.
Job Types: Full-time, Permanent
Pay: Up to £30,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Enhanced maternity leave
- Enhanced paternity leave
- Flexitime
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
- Work from home
Ability to commute/relocate:
- Edinburgh EH6 7EZ: reliably commute or plan to relocate before starting work (required)
Experience:
- Property management: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
