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 30000 - 40000 per year

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...