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. Our friendly team at Lyles Sutherland is circa 50 people, and looking forward to welcoming you soon.
We feel strongly that alignment with our core competencies is as important as experience. As a business, we regularly strive to adopt a unique perspective and continually learn and adapt to deliver the best services and products for our clients. Our people should share the same passion, be naturally curious, and challenge themselves to find innovative solutions.
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 helps us 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:
You will enjoy the views, and a lunchtime walk from our modern, open-plan office adjacent to Leith Links in Edinburgh. Our collaborative office includes break-out spaces, our staff kitchen, and a Nintendo Switch corner Lunchtimes are infamous for our board games, Mario Kart challenges, or just somewhere to enjoy a chat or read your book. We also keep you going with our free bean-to-cup coffee machine, soft-drinks fridge, and usually a number of sweet treats.
The role
We're looking for a proactive and client-focused Client Support Adviser to join our dedicated Client Support team. In this role, you'll play a key part in helping our clients get the most out of SME Professional, with a special focus on preparing them to use the financial areas of the software effectively.
You'll be the trusted guide who helps clients feel confident and supported as they set up their systems, ensuring they're equipped with the knowledge, documentation, and tools they need to succeed.
Prior experience within property lettings, estate agency, or software support would be helpful, but not essential as long as you have plenty of transferable skills and a passion for customer service as demonstrated in previous roles.
Day-to-day responsibilities will include:
* Dealing with customers in a courteous, helpful and professional manner
* Preparing clients for their financial system set-up, ensuring all required documentation and data are in place
* Providing step-by-step guidance on navigating the software, both during scheduled check-in calls and through interactive training sessions
* Resolving client enquiries via telephone and email with efficiency, empathy, and clear communication
* Collaborating with the wider support team to troubleshoot and resolve incoming technical queries.
* Maintaining an up-to-date knowledge base to ensure accurate and timely information dissemination
Essential Skills
* Positive team player
* Great attention to detail
* Demonstrable customer service experience
* Excellent written and verbal communication
* Comfortable managing multiple priorities
* Strong analytical and problem-solving skills
* Quick learner with a thirst for knowledge
* Good IT literacy
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.
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, regrettably, will not be considered without this information.
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 month 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 £25,000.00 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:
* Customer service: 2 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person