{"id":3171016,"url":"https://alion.io/job/pinewood-first-line-support-consultant","title":"First Line Support Consultant","company":{"id":687232,"name":"Pinewood","domain":"pinewood.ai","url":"https://alion.io/company/pinewood-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":70,"open_postings":18,"ghost_share":0.5,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Solihull, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":25000,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":33440},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-23T18:32:12Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-26T17:12:13Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":2},"description":"The Opportunity\nPinewood.AI currently has an exciting opportunity for an experienced, enthusiastic and customer-focused Support Consultant to join the team and help deliver an exceptional service to the end users of our cloud-based system application (Dealer Management System).\nAs a Customer Support Consultant, you will be the first point of contact for our customers, assisting with any day-to-day queries, helping to trouble shoot problems, and providing client training.\nYour responsibilities will include:\nProviding clients with an excellent customer service via phone, email, and webchat.\nDiagnosing and finding solutions to customer queries in a timely, professional manner.\nDeveloping relationships with stakeholders across the business and communicating product related issues to the relevant team.\nLogging and investigating outstanding tickets.\nContributing to and helping to develop Pinewood’s internal knowledge base.\nAs your knowledge grows, providing support to more junior members of the team.\nThis is a full-time position on a three-shift rota (8:00am - 4:30pm, 9:00am - 5:30pm and 10:30am - 7:00pm). Occasional weekend and bank holiday work is also expected and will work on a rolling shift pattern.\nRequirements\nWe are looking for a natural people person with an ability to understand the needs of the customer. You'll have an inquisitive mindset with a flair for problem solving.\nThe ideal candidate will also have:\nStrong customer support background either in Retail or Automotive \nStrong time management skills with an ability to prioritise your workload.\nA strong attention to detail and ability to think outside of the box.\nA Level education OR equivalent in work experience (a Bachelor's degree in a Computing or Software related field is beneficial but not essential).\nAn interest in the IT or Automotive industry.\nDesirable\nAt 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).\nExperience of working in a dealership, or having previously worked with the Pinewood.AI system (formerly Pinewood DMS/Pinnacle), is highly beneficial but not essential.\nBenefits\nA competitive starting salary of £25,000 per annum\n5% stakeholder bonus scheme\nShare scheme\nHybrid working\n25 days holiday plus all UK bank holidays\n4x life assurance\nEnhanced 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\nEmployee Assistance Programme (EAP) - free, confidential 24/7 support for you and your immediate family (including counselling, legal & financial advice, and wellbeing resources)\nRegular 1-2-1s and career development opportunities\nCycle to Work scheme - save up to 40% on bikes and accessories through salary sacrifice\nEyecare vouchers - free eye test and contribution towards prescription glasses\nRegular social events\nEmployee recognition and awards\nExclusive Gym membership\nWhy join Pinewood.AI?\nThis is an exciting opportunity to connect, communicate, and make a real impact across a global technology business. As a First Line Support Consultant at Pinewood.AI, you’ll be on the frontline of our customer experience building trust, driving clarity, and delivering outstanding support as customers use our global SaaS platform. We’re looking for ambitious individuals ready to start or grow their career in a fast-moving, innovative SaaS environment.\nAbout Us\nOur story began more than 20 years ago, but right from the start, it has been rooted in the specific needs of the automotive industry. As automotive professionals as well as technologists, we wanted to build practical technology solutions that were designed around how automotive businesses work, recognising what makes them different. Pinewood.AI is an unparalleled Automotive Intelligence Platform that enables automotive retail customers and OEMs to drive growth and profitability throughout every aspect of their business.\nPinewood’s cloud-based, secure end-to-end ecosystem unlocks the value of every customer. Our vision is to be the full-service technology partner that helps automotive retailers and OEMs run more efficiently and increase revenue by making better commercial and business decisions more easily.\nThis is an excellent opportunity to join a forward-thinking full-service technology partner and make a direct impact on our client's experience. We offer lots of on the job training, a flexible work environment, and an opportunity to develop a long-term career.","description_format":"text","description_chars":4608,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Gym membership","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Automotive Software"],"lifecycle":[{"event":"open","at":"2026-10-23T18:32:12Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":33,"reasons":["conf:1","stale_co","velocity","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":{"stated_usd_annual":33440,"is_top_pay":false},"html_url":"https://alion.io/job/pinewood-first-line-support-consultant","json_url":"https://alion.io/job/pinewood-first-line-support-consultant.json","meta":{"generated_at":"2026-10-26T18:34:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24833,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":687232},"rest":"https://alion.io/mcp/rest/get_company?id=687232"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpinewood-first-line-support-consultant"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpinewood-first-line-support-consultant"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpinewood-first-line-support-consultant"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pinewood-first-line-support-consultant\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpinewood-first-line-support-consultant"}]}