Team Manager

Team Manager – ADT Support TeamShift Pattern: Night shift rotation 4‑on / 4‑off schedule Hours: 19:00–07:00We’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 offerCompetitive Salary: Reflecting your skills and experienceBonus Plan: Designed to reward your impactGenerous Leave: 25 days of annual leave plus time off in lieu for any Bank Holidays workedHoliday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leaveComprehensive Benefits:Pension plan (up to 7% employer match)Life assuranceEmployee assistance programReferral schemeExclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discountsCareer Development: Extensive growth and advancement opportunitiesFree Onsite Parking: Hassle-free commuting How You Will Do ItLead, coach, and develop a high‑performing team of Technical Support AdvisorsFoster a positive culture focused on quality, accountability, and exceptional customer experienceProvide regular 1:1s, coaching, and performance reviews to support colleague growthMonitor service levels, workflow, and team performance to ensure operational targets are consistently achievedWork collaboratively with stakeholders across ADT and Johnson Controls to drive continuous improvementEnsure full compliance with processes, policies, and security standardsContribute to training, onboarding, and ongoing skills developmentGuide your team to deliver all customer satisfaction measures, taking proactive action where standards need improvementAnalyse customer data to identify root causes of dissatisfaction and shape effective action plansManage customer escalations when requiredEssential:Experience leading or coaching a team in a customer‑focused environmentStrong communication and people‑management skillsAbility to motivate, support, and develop colleaguesA calm, solutions‑focused approach in a fast‑paced environmentConfidence making decisions and managing performancePreferred:Experience in a contact centre, technical support, or service‑based environmentBackground in security, alarm monitoring, or similar industriesFamiliarity with KPIs, service levels, and operational reporting#LI-MS2#LI-Onsite Salary: GBP 35000 - 45000 per year