Job Description

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 property, finance and legal industries. Our friendly team 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 try to look at things from a unique perspective and are constantly learning and adapting to enable us to offer the best service and products for our clients. Our people should share the same passion, be naturally curious, and strive 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 help 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: https://www.youtube.com/watch?v=nDxJBFVbI54

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 are looking for a Team Lead to provide leadership and direction to the Onboarding and Migration team. In this role you will oversee the successful implementation and onboarding of new clients to our Property Management platform, SME Professional. You will act as a bridge between clients, the onboarding team, and other client-facing and technical teams across the business.

A strong focus on exceptional customer service is essential. You will ensure that every client receives a smooth, supportive, and professional onboarding experience, setting the tone for a long-term, positive relationship with our platform. Through strategic planning, leadership and collaboration, you will help shape and implement initiatives that support business success while ensuring the team is supported, engaged, and consistently delivering outstanding service.

Day-to-day responsibilities will include:

Team leadership and line management, including 1:1s, performance reviews, and regular check-ins Support the team through coaching, training, and personal development Drive consistent, high-quality service delivery across all onboarding projects Monitor individual and team activity, providing timely and constructive feedback to foster growth and ensure a positive onboarding experience Act as the escalation point for complex onboarding issues, including those requiring technical input or client support Collaborate with peers and stakeholders to refine and improve onboarding strategies for greater efficiency, impact and client satisfaction Contribute to department projects and cross-functional initiatives as required

Essential Skills

A minimum of 3 years in a leadership or team lead role, ideally in a customer-facing environment Prior project management experience Ability to motivate and inspire team members Excellent communication and interpersonal skills Great attention to detail Strong analytical and problem-solving skills, with the ability to prioritise competing tasks and make informed business decisions Exceptional relationship-building skills, with the ability to engage and influence stakeholders at all levels Quick learner with a thirst for knowledge Good IT literacy and confidence working with digital tools and platforms

Desirable Skills

Experience using Rocketlane onboarding software Background in customer success, client onboarding, or account management Familiarity with property management software or Software as a Service platforms

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, we offer it 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: 30,000.00-35,000.00 per year

Benefits:

Additional leave Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free flu jabs Free parking Health & wellbeing programme On-site parking Sick pay Work from home
Schedule:

Flexitime Monday to Friday
Ability to commute/relocate:

Edinburgh, EH6 7EZ: reliably commute or plan to relocate before starting work (required)
Experience:

Leadership: 3 years (required) Customer service: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person