Ticketing Services Team Leader

Exciting times are ahead for transport in the West Midlands. With bus franchising returning in house, the largest change to the region's transport network in decades, our ticketing services are set to grow in both scale and importance. That means more demand, more challenge - and more opportunity to make a real impact.

We're 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.

This is a customer service environment with a difference. Our Ticketing team isn't a traditional call centre - every contact is unique, every customer issue requires problem solving, and outcomes matter more than scripts. You'll be leading a busy contact centre and back office service that looks at the bigger picture, balancing demand with quality and sustainability. We're proud of our outcome driven, service focused culture, where strong training underpins long term performance and teams are empowered to resolve issues properly, not just process calls.

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/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.

The location for this role is 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 & Location

• Monday - Friday - 8am-6pm
• Saturday working (Currently 1 day every 5 weeks, supporting service delivery and operational requirements) - 8am - 4pm

Salary and benefits.

We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year on year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.

We offer a comprehensive benefits package that includes:

• 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 Contributionscheme 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.

Reasonable adjustments.

If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team ().

Creating an inclusive workplace.

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We're a Disability Confident Employer with 'Leader' status, committed to interviewing applicants with disabilities who meet all the essential role criteria.

We are also proud to be a Ban the Box employer, which means 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, which helps us remove barriers for people with past convictions and supporting fair opportunities for all.

We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.

We gladly consider part time, flexible, and job share arrangements, so please don't let these factors deter you from applying.

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 (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).