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

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.

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:

• 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 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. 

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, building trust, connection and shared purpose across teams, partners and customers to create the biggest impact for our region.
• Driven - Focussed on impact - leading with clarity, care and courage to deliver meaningful results for the West Midlands. 
• Inclusive - Every voice matters - we create belonging, fairness and psychological safety so everyone can thrive. 
• Innovative - We think future and act smarter - embracing curiosity, creativity and continuous improvement to shape the future. 

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).