First Line Support Consultant

Pinewood.AI

First Line Support Consultant providing customer support via phone, email, and webchat for a cloud-based Dealer Management System. Engaging with clients and troubleshooting issues effectively.

Posted 7/21/2026full-timeSolihull • 🇬🇧 United KingdomJunior💰 £25,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer support skills with a focus on problem-solving and relationship-building in the IT or Automotive industry. Proficient in managing time effectively and maintaining attention to detail while supporting team members and contributing to knowledge development.

Highest-signal resume keywords

Customer Support ExperienceTime Management SkillsAttention to DetailNon-Scripted Helpdesk ExperiencePinewood.AI System Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceProblem SolvingTicket LoggingKnowledge Base DevelopmentHelpdesk Support

Soft Skills

Relationship BuildingCommunication SkillsAbility to Prioritize WorkloadThinking Outside the Box

Certifications & Qualifications

A Level EducationBachelor's Degree in Computing or Software Related Field

Industry Keywords

RetailAutomotiveSaaSDealership ExperiencePinewood DMS

About the role

Key responsibilities & impact

Providing clients with an excellent customer service via phone, email, and webchat.
Diagnosing and finding solutions to customer queries in a timely, professional manner.
Developing relationships with stakeholders across the business and communicating product related issues to the relevant team.
Logging and investigating outstanding tickets.
Contributing to and helping to develop Pinewood’s internal knowledge base.
As your knowledge grows, providing support to more junior members of the team.

Requirements

What you’ll need

Strong customer support background either in Retail or Automotive
Strong time management skills with an ability to prioritise your workload.
A strong attention to detail and ability to think outside of the box.
A Level education OR equivalent in work experience (a Bachelor's degree in a Computing or Software related field is beneficial but not essential).
An interest in the IT or Automotive industry.
At least 1 year of previous experience in a non-scripted customer helpdesk role (either in SaaS or the IT or Automotive industry would be preferrable).
Experience of working in a dealership, or having previously worked with the Pinewood.AI system (formerly Pinewood DMS/Pinnacle), is highly beneficial but not essential.

Benefits

Comp & perks

A competitive starting salary of £25,000 per annum
5% stakeholder bonus scheme
Share scheme
Hybrid working
25 days holiday plus all UK bank holidays
4x life assurance
Enhanced family-friendly leave – 5 months’ full pay for maternity or adoption, plus 2 weeks’ fully paid paternity/adoption leave and an extra 2 weeks to use as paid annual leave within 24 months of birth or adoption
Employee Assistance Programme (EAP) – free, confidential 24/7 support for you and your immediate family (including counselling, legal & financial advice, and wellbeing resources)
Regular 1-2-1s and career development opportunities
Cycle to Work scheme – save up to 40% on bikes and accessories through salary sacrifice
Eyecare vouchers – free eye test and contribution towards prescription glasses
Regular social events
Employee recognition and awards