Hybrid Ticketing Services Lead: Customer Experience

West Midlands Combined Authority (WMCA); Birmingham; Presencial; GBP 30.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Local Government Pension Scheme

Healthcare plans

EV car benefit scheme

Discounted gym membership

Bike purchase scheme

Volunteer days

Descripción de la vacante

West Midlands Combined Authority (WMCA) is seeking a highly capable Ticketing Services Duty Manager to lead a busy frontline ticketing team across multiple channels. You will manage workloads, coach staff, and ensure service standards while adhering to GDPR and regulatory requirements.

Office-based at Birmingham with hybrid working options, this role focuses on outcomes and staff development. The role emphasizes real-time resource planning, stakeholder collaboration, and delivering excellent

Formación

• Experience of managing and developing a team in a customer services environment.
• Experience of working to deadlines and targets to meet customer and business needs.
• Experience of handling customer requests.
• Experience of managing performance and behaviours through agreed goals/targets.
• Ability to manage multiple customer workflows and workload.
• High level of attention to detail to understand customer needs.
• Experience using insight/data to identify service improvements.
• Ability to produce written communication to various customer groups.
• Ability to develop and maintain excellent working relationships.
• Knowledge of GDPR and data protection legislation.

Responsabilidades

• Manage and develop a frontline ticketing team to deliver 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 with colleagues, partners and stakeholders to deliver seamless customer outcomes.
• Ensure service levels, deadlines and regulatory requirements are consistently met.
• Act as a professional ambassador for WMCA and contribute to wider organisational priorities.

Conocimientos

Team leadership

Coaching

Performance management

Customer service

GDPR knowledge

Written communication

Data analysis

Stakeholder engagement

Descripción del empleo

West Midlands Combined Authority (WMCA) is seeking a highly capable Ticketing Services Duty Manager to lead a busy frontline ticketing team across multiple channels. You will manage workloads, coach staff, and ensure service standards while adhering to GDPR and regulatory requirements.

Office-based at Birmingham with hybrid working options, this role focuses on outcomes and staff development. The role emphasizes real-time resource planning, stakeholder collaboration, and delivering excellent