Customer Service Team Leader Night Shift

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 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

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