Ticketing Services Lead – Hybrid Office

Wollborg Michelson Personnel Service Inc; Birmingham; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Healthcare plans

EV car benefit scheme

Discounted gym membership

Eye Care Scheme

Volunteer time off

Job summary

West Midlands Combined Authority (WMCA) is seeking a Ticketing Services Duty Manager to lead a frontline ticketing team in a fast-paced customer service environment. This office-based role in Birmingham offers hybrid working in line with business needs.

You will plan resources, coach staff, manage performance and ensure high service standards while handling complex cases and ensuring GDPR compliance. The role balances customer outcomes with regulatory requirements and cross‑team collaboration.

Qualifications

• Experience of managing and developing a frontline ticketing team.
• Ability to respond to changing customer demand in real time.
• Coach, motivate and performance-manage the team.
• Ensure GDPR and data protection compliance.

Responsibilities

• Manage 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.

Skills

Team management

Coaching

Customer service

Performance management

GDPR knowledge

Job description

West Midlands Combined Authority (WMCA) is seeking a Ticketing Services Duty Manager to lead a frontline ticketing team in a fast-paced customer service environment. This office-based role in Birmingham offers hybrid working in line with business needs.

You will plan resources, coach staff, manage performance and ensure high service standards while handling complex cases and ensuring GDPR compliance. The role balances customer outcomes with regulatory requirements and cross‑team collaboration.