First Line Support Consultant, Pinewood AI
£25k
+ 5% stakeholder bonus scheme + Share scheme
Automotive intelligence platform
Be an early applicant
Automotive intelligence platform
201-500 employees
Be an early applicant
£25k
+ 5% stakeholder bonus scheme + Share scheme
201-500 employees
Company mission
To unlock customer value by increasing our customers' Automotive Intelligence.
Role
Who you are
- We 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
- 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
- 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
What the job involves
- Pinewood.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)
- As 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
- 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
- This 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
Our take
Pinewood.AI is an Automotive Intelligence Platform tailored for car retailers and manufacturers (OEMs), helping them drive growth and profitability across every area of their operations. Essentially, it functions like a modern Dealership Management System (DMS) but more powerful, combining sales, service, accounting, customer engagement, and business intelligence in one system.
The platform stands out by leveraging real-time data and AI to give users visibility and insight into everything that happens at a dealership. It also supports OEMS by allowing tight integration between manufacturers and their retail networks, so that manufacturers can maintain a consistent, data-driven customer experience across markets.
Pinewood has also experienced significant momentum recently, with its H1 FY25 revenue rising by 21.7% to £19.6M, driven largely by recurring spending from existing clients and the integration of its Seez AI solution. Gross profit also climbed 17.2%, and its underlying EBITDA reached £7.9M, a testament to both growth and operational leverage. With this strong momentum, the company has even bigger targets for the years to come.
Freddie
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Competitive salary based on experience
- 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)
- Ongoing training & professional development
- Free onsite gym (Birmingham)
- 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
Company HQ
Birmingham, UK
Leadership
Bill Berman
(CEO)Prior to joining Pinewood in 2019 as CEO, Bill spent nearly 6 years at Pendragon as CEO/Chairman of the Board. He also spent over 20 years at AutoNation in a number of roles, including President and COO.
Ollie Mann
(CFO)Prior to joining Pinewood in 2024 as CFO, Ollie spent 18 years at Pendragon, joining as an Assistant Group Financial Officer before working his way up to Director of Group Finance.
Kim Costello
(CMO)Prior to joining Pinewood, Kim spent 4 years at Pendragon as CMO/CCO. She also spent 6 years at AutoNation in Marketing, Communication & Operations and 3 years at the Miami Dolphins as a Direct Report to CEO/Ownership.
Steve Meadows
(CCO)Steve joined Pinewood in 1997, initially leading the implementation of large dealer group systems. Prior to this, he spent 5 years at Dana Distribution UK in various roles.
Kieran Kelly
(CTO)Kieran joined Pinewood in 2001 as a Technical Architect, he then moved into the role of Technical Director in 2016 and CTO in 2024. Prior to Pinewood, he was a Software Developer at Milk Design.
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