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- Tasks: Lead a dynamic ticketing team to deliver top-notch customer service and manage peak workloads.
- Company: Join the West Midlands Combined Authority, a pivotal player in local transport services.
- Benefits: Enjoy 28 days annual leave, generous pension, healthcare plans, and discounts on shopping and gym memberships.
- Other info: Flexible working environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer experience while developing your leadership skills.
- Qualifications: Experience in leading customer service teams and managing performance is essential.
The predicted salary is between 30000 - 40000 £ per year.
West Midlands Combined Authority (WMCA) is 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 truly pivotal moment for the organisation.
What You Will Be Doing
- 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, including authorising work and handling 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.
What’s Essential
- Experience of leading, coaching and developing a team in a Customer Services environment.
- Experience of managing performance through agreed goals/targets and implementing remedial actions.
- Experience of working to deadlines and targets to meet customer and business needs.
- Experience of 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.
Location
16 Summer Lane, Birmingham, B19 3SD with at least 3 days a week spent in the office – one of which will be a Wednesday.
Working Days / Hours
Monday – Friday – 8am-6pm Saturday working (Currently 1 day every 5 weeks, supporting service delivery and operational requirements) – 8am – 4pm
Benefits
- 28 days paid annual leave (with an option to purchase more) + Statutory days.
- Local Government Pension Scheme (one of the most generous pension schemes in the UK).
- Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs).
- EV car benefit scheme.
- Healthcare plans.
- Discounted gym membership, will writing, and mortgage advice.
- An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
- 3 days of paid leave each year to volunteer.
- Interest‑free financing through SmartTech to buy the latest technology.
- Discounted shopping with over 2,000 big‑name retailers, and more.
- You can now also obtain a Costco membership through the WMCA.
- Boundless unlocks unlimited entry to top-rated UK attractions and loads of extra benefits and discounts.
- Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.
Equal Opportunity & Accessibility
Our process is anonymised, and only the information in your profile is used for shortlisting. We provide reasonable adjustments for applicants with accessibility needs, disabilities or conditions that may require changes to the application or recruitment process. Contact our Recruitment Team at careers@wmca.org.uk for support. We are a Ban the Box employer, meaning we do not ask about criminal convictions at the initial application stage and will only ask after an offer is made as part of our onboarding checks.
Right to Work in the UK
Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements before any employment offer can be confirmed.
Non‑UK Applicants
Non‑UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).
Ticketing Services Team Leader in Birmingham employer: WMJobs
Contact Detail:
WMJobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ticketing Services Team Leader in Birmingham
✨Tip Number 1
Get to know the company inside out! Research WMCA's values, recent projects, and their approach to customer service. This will help us tailor our conversations during interviews and show that we're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of a mirror. Focus on how your experience aligns with leading a ticketing team and delivering excellent customer service. We want to sound confident and prepared!
✨Tip Number 3
Network like a pro! Connect with current or former WMCA employees on LinkedIn. Ask them about their experiences and any tips they might have for us. This can give us insider knowledge and potentially a referral!
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you email to express our appreciation for the opportunity. It’s a nice touch that keeps us on their radar and shows our enthusiasm for the role.
We think you need these skills to ace Ticketing Services Team Leader in Birmingham
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your experience in leading and developing teams. We want to see how you've motivated others and driven performance in a customer service environment.
Be Specific About Your Experience: Use concrete examples to demonstrate your ability to manage workloads and meet deadlines. We love seeing how you've handled complex customer requests and improved service delivery in the past.
Attention to Detail is Key: Make sure your application is free from typos and errors. We appreciate candidates who pay attention to detail, especially when it comes to written communication, as this reflects your ability to understand and respond to customer needs.
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way for us to receive your details and get you on the right track to joining our team!
How to prepare for a job interview at WMJobs
✨Know Your Stuff
Before the interview, make sure you understand the role of a Ticketing Services Team Leader. Familiarise yourself with customer service principles, team management strategies, and the specific challenges WMCA faces. This will help you speak confidently about how your experience aligns with their needs.
✨Showcase Your Leadership Skills
Be ready to discuss your past experiences in leading and developing teams. Prepare examples that highlight your coaching methods, how you've motivated your team, and any performance management strategies you've implemented. This will demonstrate your capability to lead a frontline team effectively.
✨Prepare for Scenario Questions
Expect questions that assess your ability to handle real-time management during peak periods or complex customer cases. Think of specific situations where you successfully navigated challenges and improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Understand the Regulatory Landscape
Since knowledge of GDPR and data protection is essential, brush up on these regulations before your interview. Be prepared to discuss how you ensure compliance in your previous roles and how you would maintain these standards at WMCA. This shows you're not just a great leader but also a responsible one.