Team Manager - ADT Support Team
Night shift rotation
4 on / 4 off schedule
Hours: 19:00-07:00
We're looking for an experienced and people focused Team Manager to lead our ADT Support team. This is a fantastic opportunity for someone who thrives in a fast paced environment, enjoys developing others, and is passionate about delivering an excellent customer and colleague experience.
What we offer
- Competitive Salary: Reflecting your skills and experience
- Bonus Plan: Designed to reward your impact
- Generous Leave: 25 days of annual leave plus time off in lieu for any Bank Holidays worked
- Holiday Purchase Scheme: Buy up to 10 extra days-up to 35 days total leave
- Comprehensive Benefits:
- Pension plan (up to 7% employer match)
- Life assurance
- Employee assistance program
- Referral scheme
- Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
- Career Development: Extensive growth and advancement opportunities
- Free Onsite Parking: Hassle free commuting
How You Will Do It
- Lead, coach, and develop a high performing team of Technical Support Advisors
- Foster a positive culture focused on quality, accountability, and exceptional customer experience
- Provide regular 1:1s, coaching, and performance reviews to support colleague growth
- Monitor service levels, workflow, and team performance to ensure operational targets are consistently achieved
- Work collaboratively with stakeholders across ADT and Johnson Controls to drive continuous improvement
- Ensure full compliance with processes, policies, and security standards
- Contribute to training, onboarding, and ongoing skills development
- Guide your team to deliver all customer satisfaction measures, taking proactive action where standards need improvement
- Analyse customer data to identify root causes of dissatisfaction and shape effective action plans
- Manage customer escalations when required
Essential
- Experience leading or coaching a team in a customer focused environment
- Strong communication and people management skills
- Ability to motivate, support, and develop colleagues
- A calm, solutions focused approach in a fast paced environment
- Confidence making decisions and managing performance
Preferred
- Experience in a contact centre, technical support, or service based environment
- Background in security, alarm monitoring, or similar industries
- Familiarity with KPIs, service levels, and operational reporting