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Ticketing Services Team Leader

wmca.org.uk Logo

West Midlands Combined Authority

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Location:
United Kingdom , Birmingham

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

39188.00 - 44182.00 GBP / Year
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Job Responsibility:

  • 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

Requirements:

  • Experience of leading, coaching and developing a team in a Customer Services environment
  • Experience of managing performance through agreed goals/target and implementing remedial actions
  • Experience of working to deadlines and target 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/target 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
What we offer:
  • 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
  • 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
  • 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

Additional Information:

Job Posted:
May 05, 2026

Expiration:
May 15, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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