At a Glance
- Tasks: Lead customer support to ensure fast, effective, and empathetic responses.
- Company: Join a small but mighty tech company transforming care with innovative solutions.
- Benefits: Enjoy competitive salary, bonus scheme, 25 days leave, and health care perks.
- Other info: Diverse and inclusive workplace with excellent growth opportunities.
- Why this job: Make a real difference in people's lives while developing your career in tech.
- Qualifications: Experience in customer support and strong communication skills required.
The predicted salary is between 33000 - 33000 £ per year.
Location: Winchester with a minimum of 3 days on-site
Salary: £33,000 and a discretionary bonus
Canary Care is a small but mighty Technology for Care business empowering families and care providers to deliver safer, more proactive, and more efficient support that helps people live independently with our smart home monitoring solution. Our system uses a range of discreet, non-intrusive wireless sensors that monitor key patterns such as movement, door activity, temperature, light levels, and daily routines without cameras or microphones. The goal is to provide the most effective Activity Monitoring System on the market, supporting improved outcomes, risk reduction, resource optimisation, and enabling people to remain independent for longer. By bridging the gap between reactive and proactive care, we help providers deliver safer, more person-centred care at scale.
What Does This Role Involve?
As a First Line Support Manager you will elevate the customer support experience across both software and hardware products. This hands-on, process-focused role ensures customers receive fast, effective, and empathetic help whenever they need it. You’ll manage ticket workflows, maintain service levels, and ensure every interaction increases trust in the Canary Care brand, working closely with engineering, customer success and operations.
What You’ll Be Doing
- Oversee and optimise first-line support workflows to ensure fast, accurate, and empathetic responses
- Maintain and improve service levels, ensuring customers feel supported and informed
- Act as the central coordination point for escalations, incidents, and cross-team communication
- Work closely with engineering and product teams to ensure customer feedback drives continuous improvement
- Provide clarity on ticket priorities and what’s “live” across the support landscape
- Help shape support processes, documentation, and best practices
Who Are We Looking For?
You will have experience working within a customer support, service desk, or technical support environment, with a strong understanding of ticketing systems, workflows, and service level management. Your excellent communication skills will allow you to translate technical issues into clear language and bring a calm, structured approach to incident coordination and escalation handling. You’ll have genuine passion for improving processes and delivering exceptional customer experiences, along with the ability to collaborate effectively across internal teams. Your role may involve access to sensitive information, requiring enhanced security vetting.
The Important Things!
- Bonus Scheme – business element and core values: Smart, Fairness, Sustainability
- Skills Development – career growth opportunities
- Giveaways – regular competitions to win tickets to shows and sporting arenas
- Time off – 25 days annual leave plus bank holidays
- Wellbeing App – access to Unmind for mental wellbeing
- Health care scheme – cashback for dental, eye care, and treatments
- Employee Assistance Programme – 24/7 GP line, counselling, legal and financial advice
- Exclusive packages – discounted home Sky TV and broadband
- Giving back – paid volunteering day every year
- Death in service – twice your annual salary
- Pension – 4% employer contribution when you contribute 5%
Our employees, just like our customers, come from all walks of life. We champion diversity, inspire an inclusive culture, and enable an environment where you can be your authentic self.
First Line Support Manager in Winchester employer: Canary Care
Canary Care is an exceptional employer located in Winchester, offering a dynamic work environment where innovation meets compassion. With a strong focus on employee growth, the company provides numerous benefits including a bonus scheme, skills development opportunities, and a comprehensive health care plan, all while fostering a culture of diversity and inclusion. Join us to make a meaningful impact in the technology for care sector, where your contributions will help empower families and care providers to deliver safer, more proactive support.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Support Manager in Winchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to first-line support. Think about how you’d handle specific customer issues and be ready to share your experiences. Confidence is key!
✨Tip Number 3
Show your passion for customer support! When you get the chance to chat with hiring managers, let them know why you love helping customers and improving processes. Your enthusiasm can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Canary Care team.
We think you need these skills to ace First Line Support Manager in Winchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of First Line Support Manager. Highlight your experience in customer support and any relevant skills that match the job description. We want to see how you can elevate the customer support experience!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about improving processes and delivering exceptional customer experiences. Let us know how your background aligns with our mission at Canary Care.
Showcase Your Communication Skills:Since excellent communication is key for this role, make sure to demonstrate your ability to translate technical issues into clear language. We love seeing examples of how you've effectively communicated in past roles!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Don’t miss out on this opportunity!
How to prepare for a job interview at Canary Care
✨Know the Product Inside Out
Before your interview, make sure you understand Canary Care's smart home monitoring solution. Familiarise yourself with how the technology works and the benefits it provides to families and care providers. This knowledge will help you demonstrate your passion for the role and show that you're genuinely interested in improving customer experiences.
✨Showcase Your Communication Skills
As a First Line Support Manager, you'll need to translate technical issues into clear language. Prepare examples of how you've effectively communicated complex information in previous roles. Practising these scenarios can help you convey your calm and structured approach during the interview.
✨Highlight Your Process Improvement Experience
Canary Care values individuals who are passionate about improving processes. Think of specific instances where you've optimised workflows or enhanced service levels in past positions. Be ready to discuss how these experiences can translate to the role and benefit the team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Prepare for scenario-based questions by thinking through how you would manage a high-priority ticket or coordinate with engineering teams. This will showcase your readiness for the hands-on nature of the role.
