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
