At a Glance
- Tasks: Lead and develop a high-performing team in a fast-paced environment.
- Company: Join a leading company focused on customer experience and team growth.
- Benefits: Competitive salary, bonus plan, generous leave, and exclusive discounts.
- Other info: Enjoy extensive career development opportunities and hassle-free onsite parking.
- Why this job: Make a real impact by fostering a positive team culture and delivering exceptional service.
- Qualifications: Experience in team leadership and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Team Manager - ADT Support Team
Shift Pattern: 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
We think you need these skills to ace Night Shift Team Leader
Team Leadership
Coaching Skills
Customer Focus
Performance Management
Communication Skills
Problem-Solving Skills
Data Analysis
