{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “Ticketing Services Team Leader”, “description”: “
Ticketing Services Team Leader
We are 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 pivotal moment for the organisation.
Responsibilities
- 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, authorise work and handle 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.
Qualifications
- Experience of leading, coaching and developing a team in a customer services environment.
- Experience managing performance through agreed goals/targets and implementing remedial actions.
- Experience working to deadlines and targets to meet customer and business needs.
- Experience 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 & Working Hours
Location: 16 Summer Lane, Birmingham, B19 3SD – at least three days a week spent in the office, one of those days being Wednesday.
Monday – Friday: 8 am – 6 pm
Saturday (currently one day every five weeks): 8 am – 4 pm
Benefits
- 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 to build an additional pension pot with tax‑free contributions.
- EV car benefit scheme.
- Healthcare plans.
- Discounted gym membership, will writing, and mortgage advice.
- Option to buy a bicycle (including e‑bikes and adapted pedal cycles) at a discounted rate.
- Three days of paid leave each year to volunteer.
- Interest‑free financing through SmartTech for the latest technology.
- Discounted shopping with over 2,000 retailers and access to Costco membership through WMCA.
- Boundless – unlimited entry to top‑rated UK attractions and extra benefits.
- Eye Care Scheme, offering a free eye test and financial contribution towards glasses.
EEO Statements
Proof of Right to Work in the UK will be required for all applicants. Non‑UK applicants (excluding Ireland) must hold a relevant Visa from UK Visas and Immigration (UKVI).
#J-18808-Ljbffr”, “datePosted”: “2026-05-03”, “hiringOrganization”: { “@type”: “Organization”, “name”: “West Midlands Combined Authority”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__422007948__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=835” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Birmingham” } } }Company: West Midlands Combined Authority
Location: Birmingham
Job Description:
Ticketing Services Team Leader
We are 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 pivotal moment for the organisation.
Responsibilities
- 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, authorise work and handle 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.
Qualifications
- Experience of leading, coaching and developing a team in a customer services environment.
- Experience managing performance through agreed goals/targets and implementing remedial actions.
- Experience working to deadlines and targets to meet customer and business needs.
- Experience 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 & Working Hours
Location: 16 Summer Lane, Birmingham, B19 3SD – at least three days a week spent in the office, one of those days being Wednesday.Monday – Friday: 8 am – 6 pmSaturday (currently one day every five weeks): 8 am – 4 pm
Benefits
- 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 to build an additional pension pot with tax‑free contributions.
- EV car benefit scheme.
- Healthcare plans.
- Discounted gym membership, will writing, and mortgage advice.
- Option to buy a bicycle (including e‑bikes and adapted pedal cycles) at a discounted rate.
- Three days of paid leave each year to volunteer.
- Interest‑free financing through SmartTech for the latest technology.
- Discounted shopping with over 2,000 retailers and access to Costco membership through WMCA.
- Boundless – unlimited entry to top‑rated UK attractions and extra benefits.
- Eye Care Scheme, offering a free eye test and financial contribution towards glasses.
EEO Statements
Proof of Right to Work in the UK will be required for all applicants. Non‑UK applicants (excluding Ireland) must hold a relevant Visa from UK Visas and Immigration (UKVI).
#J-18808-Ljbffr…
Posted: May 3rd, 2026