At a Glance
- Tasks: Lead a dynamic ticketing team to deliver top-notch customer experiences.
- Company: Join a forward-thinking organisation focused on customer service excellence.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by leading a team during exciting operational changes.
- Qualifications: Experience in team leadership and customer service is essential.
The predicted salary is between 30000 - 40000 € per year.
We are looking for a Ticketing Services Team Leader who thrives in a fast‑paced, customer‑focused environment and is ready to lead a frontline team through increased workloads, operational change and continuous improvement at a pivotal moment for the organisation.
Responsibilities
- Lead and develop a frontline ticketing team to deliver an excellent customer experience across all channels.
- Plan and organise resources to respond to changing customer demand, including real‑time management during peak periods.
- Coach, motivate and performance‑manage the team to drive engagement, quality and service standards.
- Oversee team quality and service delivery, authorise work and handle complex or escalated cases.
- Work closely with colleagues, partners and stakeholders to deliver seamless customer outcomes.
- Ensure service levels, deadlines and regulatory requirements (including GDPR and financial procedures) are consistently met.
- Act as a professional ambassador for WMCA, contributing flexibly to wider organisational priorities.
Qualifications
- Experience of leading, coaching and developing a team in a customer services environment.
- Experience managing performance through agreed goals/targets and implementing remedial actions.
- Experience working to deadlines and targets to meet customer and business needs.
- Experience handling customer requests.
- Ability and skill to lead and manage a team.
- Ability to manage performance and behaviours through agreed goals/targets and implement remedial actions where required.
- Ability to manage various customer workflows at any given time and be responsible for own workload.
- High level of attention to detail to understand and respond to specific customer needs.
- Ability to use insight, data and information to identify areas of service improvement.
- Ability to produce written communication to various customer groups.
- Ability to develop and maintain excellent working relationships.
- Knowledge of GDPR and data protection legislation.
Ticketing Services Team Leader employer: West Midlands Combined Authority
Join us as a Ticketing Services Team Leader and be part of an organisation that values its employees and fosters a dynamic work culture. We offer competitive benefits, opportunities for professional growth, and a supportive environment where your leadership skills can shine. Located in a vibrant area, our team is dedicated to delivering exceptional customer experiences while embracing continuous improvement and innovation.
Contact Detail:
West Midlands Combined Authority Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Ticketing Services Team Leader
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This way, when you walk into that interview, you can show them you're not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Practice makes perfect! Grab a mate and do some mock interviews. Focus on common questions for team leaders in customer service roles. The more you rehearse, the more confident you'll feel when it’s your turn to shine.
✨Tip Number 3
Show off your leadership skills! Be ready to share specific examples of how you've motivated and developed teams in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Ticketing Services Team Leader
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in leading and developing teams in a customer service environment. We want to see how your skills align with the responsibilities of the Ticketing Services Team Leader role.
Showcase Your Achievements:Don’t just list your duties; share specific examples of how you’ve improved team performance or customer satisfaction in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to convey your experience and skills, as we appreciate attention to detail and effective communication.
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at West Midlands Combined Authority
✨Know Your Stuff
Make sure you understand the ins and outs of ticketing services and customer experience. Brush up on your knowledge about GDPR and financial procedures, as these are crucial for the role. Being able to discuss these topics confidently will show that you're serious about the position.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in a customer service environment. Think about times when you motivated your team or handled performance issues. This will demonstrate your ability to coach and develop others, which is key for this role.
✨Be Ready for Real-Time Scenarios
Since the job involves managing resources during peak periods, be prepared to discuss how you would handle high-pressure situations. Consider bringing up specific instances where you managed workloads effectively and ensured excellent service delivery.
✨Build Relationships
Highlight your ability to work with various stakeholders and maintain strong working relationships. Prepare to talk about how you've collaborated with colleagues or partners in the past to achieve seamless customer outcomes. This will show that you can be a professional ambassador for the organisation.
