At a Glance
- Tasks: Lead a dynamic ticketing team to deliver top-notch customer service.
- Company: Join the West Midlands Combined Authority, a key player in public transport.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Flexible working with at least 3 days in the office for team collaboration.
- Why this job: Make a real difference in customer experiences during a pivotal time.
- Qualifications: Proven leadership in customer service and strong performance management skills.
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.
Ticketing Services Team Leader employer: WMJobs
West Midlands Combined Authority (WMCA) is an exceptional employer that prioritises employee development and a collaborative work culture. As a Ticketing Services Team Leader, you will benefit from a supportive environment that encourages continuous improvement and offers opportunities for professional growth while making a meaningful impact on customer experiences in the vibrant city of Birmingham.
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 WMCA's values, recent projects, and their approach to customer service. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or improved customer service. Be ready to share these during interviews to demonstrate your experience and how you can contribute to their goals.
✨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 standing out in the application process. Plus, it shows you're proactive!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about wanting to join the WMCA team.
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 CV and cover letter to highlight your experience in leading customer service teams. We want to see how your skills align with the role of Ticketing Services Team Leader, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills:In your application, emphasise your ability to coach and motivate a team. We’re looking for someone who can drive engagement and performance, so share examples of how you've successfully managed a team in a fast-paced environment.
Highlight Your Customer Focus:Since this role is all about delivering excellent customer experiences, make sure to include specific instances where you’ve gone above and beyond for customers. We love seeing how you’ve handled complex cases or improved service delivery!
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 into the mix for this exciting opportunity at WMCA!
How to prepare for a job interview at WMJobs
✨Know Your Stuff
Make sure you understand the role inside out. Familiarise yourself with WMCA's ticketing services and how they operate. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in a customer service environment. Think about specific situations where you motivated your team or improved performance. This will demonstrate your capability to handle the responsibilities of a Ticketing Services Team Leader.
✨Be Ready for Real-Time Scenarios
Since the role involves managing resources during peak periods, be prepared to discuss how you would handle high-pressure situations. Consider sharing past experiences where you effectively managed workloads and maintained service quality under stress.
✨Understand Compliance and Regulations
Brush up on GDPR and other relevant regulations. Be ready to discuss how you ensure compliance in your previous roles. This shows that you take regulatory requirements seriously and can maintain high standards in service delivery.
