Customer Operations Team Leader

Team Manager – ADT Support Team

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.

Shift Pattern: Night shift rotation

4-on / 4-off schedule

Hours: 19:00–07:00

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 program
• 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