Ticketing Services Duty Manager

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 Duty Manager who can lead, develop and get the best from a frontline team operating in a fast-paced customer service environment.

While delivering an excellent customer experience is central to this role, this is equally a people leadership role. We need someone who is confident managing a team day to day, setting clear expectations, coaching and developing colleagues, managing performance and creating an environment where people can perform at their best.

You’ll lead the team through increased workloads, operational change and continuous improvement at a pivotal time 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, customer issues require problem-solving and outcomes matter more than scripts.

You’ll be leading a busy contact centre and back-office service, balancing customer demand with quality, team performance and long-term service sustainability. We’re proud of our outcome-driven, service-focused culture, where strong leadership and training underpin performance and colleagues are empowered to resolve issues properly, not simply process calls.

Working Days/ Hours & Location 

• Monday – Friday – 8am-6pm 
• Saturday working (1 day every 5 weeks currently, subject to change with increasing demands) – 8am – 4pm

Location.
The location for this role is 16 Summer Lane, Birmingham, B19 3SD.  This is an office based role with opportunities for hybrid working in line with business need.

What you will be doing

• 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.

What’s essential.

• Experience of managing, coaching and developing a team in a Customer Services environment
• Experience of working to deadlines and target to meet customer and business needs
• Experience of handling customer requests
• Experience of managing 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
• Experience of using 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

How to apply. 

Applying for a role with WMCA is straightforward. Follow these steps to get started.

1. Create your Careers Account. Register with your name, email address, and a password.
2. Build your Profile. Upload your CV to help populate your career and education details.
3. Write your Supporting Statement. Make sure to address each of the required essential criteria.
4. Submit your application. Do one final check and once complete, click submit.

Please note, we reserve the right to close any vacancy from further submissions when we have received sufficient applications from which to make a shortlist. Please apply without delay if you wish to be considered for this role. 

Anonymised Applications.

Your uploaded CV won’t be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. It’s your chance to showcase your skills and experience.

Using Artificial Intelligence (AI) 

We cannot stop anyone from using AI to help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application.

Applications that rely too heavily on AI may be rejected during shortlisting. For help on how to write a supporting statement, please visit the FAQs section of our careers site.

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 (careers@wmca.org.uk).

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:

• Local Government Pension Scheme (one of the most generous pension schemes in the UK).
• Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs). 
• 28 days paid annual leave (with an option to purchase more) + Statutory days. 
• 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. 

For more information, please visit the benefits page on our career site.

Why join WMCA?

WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.

We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do, really matters. Your expertise will help make a big difference, improving people's lives, every day.

Our Values and Behaviours. 

Fostering an environment where people feel valued, included, supported, and proud to contribute to our region is important to us at the WMCA. Our behaviours are more than statements; they guide how we work, make decisions, and treat one another - they set the standards we hold ourselves to and the experience we want others to have.

• Collaborative - We work as one organisation. Together we build trust, connection and shared purpose across teams, partners and residents to create the biggest impact for our region.
  
  
• Driven - We are focused on outcomes. We perform at our best to unlock productivity and delivery, achieving the greatest regional impact. 
  
  
• Inclusive - We value difference. Creating an environment where people belong, and feel psychologically safe, so we can all thrive and shape a West Midlands built for everyone.
  
  
• Innovative - We are courageous. We embrace new ideas and challenge the status quo to continuously improve and shape the future of the West Midlands.

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

Sponsorship / Right to work requirements

We welcome applications from all suitably qualified candidates, however, Skilled Worker visa sponsorship will only be considered for roles that meet our defined business-critical criteria and relevant sponsorship requirements. This role does not meet that threshold and we are therefore unable to offer sponsorship. Applicants must have the appropriate right to work in the UK before applying.