Johnson Controls
Customer Service Team Leader Night Shift
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Team Manager – ADT Support Team
Shift Pattern
- Shift: Night shift rotation
- Hours: 19:00–07:00
- Schedule: 4-on / 4-off
About the Role
We’re looking for an experienced and people-focused Team Manager to lead our ADT Support team. Ideal candidates thrive in fast-paced environments, enjoy developing others, and are passionate about delivering an exceptional 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 Bank Holidays worked
- Holiday Purchase Scheme Buy up to 10 extra days (up to 35 days total leave)
- Comprehensive Benefits:
- Pension plan (with 7% employer match)
- Life assurance
- Employee assistance program
- Referral scheme
- Exclusive Discounts:
- High street brands
- Cycle-to-work scheme
- Johnson Controls product discounts
- Career Development Extensive growth and advancement opportunities
- Free onsite parking
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Core Responsibilities
- Lead, coach, and develop a high-performing team of Technical Support Advisors
- Foster a positive culture focused on quality, accountability, and exceptional customer experience
- Conduct regular 1:1s, coaching, and performance reviews to support colleague growth
- Monitor service levels, workflow, and team performance to ensure operational targets are met
- Collaborate 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 the team to meet all customer satisfaction measures, taking proactive action where needed
- Analyse customer data to identify root causes of dissatisfaction and design effective action plans
- Manage customer escalations when required
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Essential Requirements
- Experience leading or coaching a team in a customer-focused environment
- Strong communication and people-management skills
- Ability to motivate, support, and develop colleagues
- Calm, solutions-focused approach for fast-paced environments
- Confidence in decision-making and managing performance
Preferred Qualities
- 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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