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:
o Pension plan (up to 7% employer match)
o Life assurance
o Employee assistance program
o 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
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