At a Glance
- Tasks: Lead and develop a high-performing customer support team during night shifts.
- Company: Join a dynamic company focused on exceptional customer experiences.
- Benefits: Enjoy competitive salary, generous leave, and exclusive discounts.
- Other info: Great career development opportunities and hassle-free onsite parking.
- Why this job: Make a real impact by fostering a positive team culture and driving customer satisfaction.
- Qualifications: Experience in leading teams and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
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 programme, 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
Customer Service Team Leader Night Shift in Manchester employer: Johnson Controls, Inc.
At Johnson Controls, we pride ourselves on being an exceptional employer that values our employees' growth and well-being. With a competitive salary, generous leave policies, and a strong focus on career development, we foster a supportive work culture where team leaders can thrive in their roles. Our night shift team enjoys exclusive discounts, comprehensive benefits, and the opportunity to make a meaningful impact in a fast-paced environment, all while enjoying hassle-free onsite parking.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader Night Shift in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Johnson Controls, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Johnson Controls, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader Night Shift in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Johnson Controls, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Johnson Controls, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Johnson Controls, Inc.!
How to prepare for a job interview at Johnson Controls, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
