Ticketing Delivery Officer in Liverpool

Are you a customer-focused professional with a passion for improving digital services and delivering innovative solutions? This is an exciting opportunity to play a key role in shaping the future of smart ticketing across the Liverpool City Region. We are looking for a motivated and proactive individual to support the delivery of a modern, accessible and customer‑focused ticketing offer. In this role you will help coordinate retail ticketing operations while contributing to the development of smart and digital ticketing solutions that make travel simpler, more convenient and affordable for our customers.

Responsibilities

• Supporting the delivery and ongoing development of smart ticketing programmes, embracing new technology to improve customer experience.
• Putting the customer first by ensuring services are accessible, easy to use and responsive to customer needs.
• Monitoring customer satisfaction, analysing feedback and using insight to drive continuous service improvement.
• Coordinating the operation of the MetroSmart portal, including reconciliation of payments and resolving technical issues.
• Working closely with ICT teams and suppliers to investigate and resolve system issues across ticketing channels.
• Managing relationships with contractors and partners, ensuring service levels and contractual obligations are met.
• Supporting procurement activity and ensuring value for money across ticketing services.
• Coordinating smartcard production and managing ticket stock levels across outlets.
• Developing staff guidance and delivering training to support consistent service delivery across operational teams.
• Supporting system and website testing to ensure performance, compliance and a positive customer experience.
• Contributing to project delivery, including risk management, documentation and milestone tracking.
• Producing performance reports, dashboards and analysis on ticket sales, usage and service delivery.
• Identifying opportunities to streamline processes, improve efficiency and expand digital and self‑service options.

Qualifications

• Experience working in a customer‑focused or operational environment, ideally within transport, retail or digital services.
• Strong communication skills, with the ability to work effectively with a wide range of stakeholders.
• The ability to analyse data, identify trends and support service improvements.
• Experience of managing suppliers or working with external partners.
• A proactive and flexible approach, with the ability to manage competing priorities and deadlines.
• Good understanding of systems, processes and continuous improvement.
• Awareness of data protection, GDPR and information security principles.

Additional Skills

• A positive, "can do" attitude and a commitment to delivering high-quality outcomes.
• Strong attention to detail and problem-solving capability.
• An interest in technology and innovation, particularly in smart ticketing and digital services.

Staff Benefits

• Local Government Pension Scheme contributions between 5.5% and 12.5%
• Generous holiday entitlement of 29 days rising to 34 days after 5 years service, plus bank holidays and the option to buy 10 additional days
• Free travel around Liverpool City Region with an All‑Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
• Flexible and hybrid working
• 24/7 access to Employee Assistance Programme for you and your family and free counselling service
• Automatic enrolment to the Westfield Health Programme
• Corporate discounts at council‑owned gyms
• Bike to Work Scheme
• Coaching, mentoring, apprenticeships and professional qualifications including paid membership fees and an interest‑free learning loan of £1k for non‑job-related learning

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for candidates who meet certain eligibility criteria, such as disability, BAME background, care experience, reservist status or armed forces family links. Applicants must indicate eligibility and provide evidence in their application. We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and actively promote diversity and inclusion. Eligibility for sponsorship under the Skilled Worker route is unlikely for this role.