Customer Service Team Leader Night Shift

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 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