West Midlands Combined Authority
Ticketing Services Team Leader
Job Location
Lozells, United Kingdom
Job Description
If you are results-driven, possess a positive, can-do attitude, and have a strong background in customer service, we want to hear from you.
Our Customer Service team are seeking a Ticketing Services Team Leader to motivate and manage a team of front-line advisors to deliver excellent customer service to users of both ticketing services and statutory travel schemes. Our advisors handle calls, live chat, email and back-office duties. You will be responsible for ensuring that high levels of engagement, quality and timely responses are achieved with a particular focus on the telephony side of the teams work.
We need someone who is customer focused and understands the importance of delivering a first-class service that meets agreed targets and timescales. Using insight and data, you will measure the performance of the team, offering coaching and development opportunities, on a regular basis. This role requires somebody who will inject positivity into the team and drive them to success.
To be successful in this role you must be proactive, a creative problem solver and personable. Due to the nature of the role, it is desirable that you have experience working within either a contact centre environment or customer facing role.
Working hours will be between 08:00 18:00 Monday to Friday and 08:00 16:00 on Saturdays. You will be expected to work 1 Saturday, every 4 weeks.
What you will be doing.
You will be asked to provide a supporting statement which should evidence (using examples) how your skills and experience match the essential criteria of the role that you are applying for. You will be asked to type your statement into the portal directly. If you have already prepared a supporting statement, then you can simply copy and paste this directly into the application form.
For more information on how to apply, please visit the Applying for a Role Internally page on our intranet or speak to someone in the Recruitment Team.
Using Artificial Intelligence (AI)We cannot stop anyone from using AI 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.
Put the effort into your application - focus on ensuring it matches the criteria required for the job, and is tailored carefully to match your skills, experience, and motivation.
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 (for example, you might need to submit your application in a different format), please get in touch with our Recruitment Team. We are here to assist and accommodate your needs.
Salary and benefits.We advertise salary ranges for job roles, with new appointments typically starting at the lowest salary point. In exceptional cases, where higher skill levels or experience are applicable, 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.
Calculate your take home pay. Use this service to estimate how much Income Tax and National Insurance you should pay for the current tax year.
We offer a comprehensive benefits package that includes a Local Government Pension Scheme (one of the most generous pension schemes in the UK), 28 days paid annual leave(in addition to bank holidays and an option to purchase more leave!), ethical saving options and healthcare plans, paid volunteering days, interest free financing through SmartTech to buy the latest technology through your payroll, discounted shopping with over 2,000 big-name retailers, and more. For more information, please visit the benefits page on our career site.
Hybrid working and location.We believe hybrid working is the best way for our organisation to fulfil our commitment to a modern, agile workplace while continuing to provide a great service to our customers. Hybrid working means having flexibility between working in the office and at home on agreed days, where a role allows.
The location for this role is 16 Summer Lane. It is expected that you can split your time between the office and working remotely, with at least 3 days a week spent in the office. Please note, this is the minimum expectation.
Creating an inclusive workplace.We are dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region. We believe that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.
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. Were a Disability Confident Employer with Leader status, committed to interviewing applicants with disabilities who meet all the essential role criteria.
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. If your values align with ours and you are dedicated to working towards a future that we can all be proud of, we would love to hear from you.
Right to Work in the UKProof 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).
Thank you for considering joining our team at WMCA. We look forward to receiving your application and the opportunity to work together towards our shared goals.
Location: Lozells, GB
Posted Date: 12/24/2024
Our Customer Service team are seeking a Ticketing Services Team Leader to motivate and manage a team of front-line advisors to deliver excellent customer service to users of both ticketing services and statutory travel schemes. Our advisors handle calls, live chat, email and back-office duties. You will be responsible for ensuring that high levels of engagement, quality and timely responses are achieved with a particular focus on the telephony side of the teams work.
We need someone who is customer focused and understands the importance of delivering a first-class service that meets agreed targets and timescales. Using insight and data, you will measure the performance of the team, offering coaching and development opportunities, on a regular basis. This role requires somebody who will inject positivity into the team and drive them to success.
To be successful in this role you must be proactive, a creative problem solver and personable. Due to the nature of the role, it is desirable that you have experience working within either a contact centre environment or customer facing role.
Working hours will be between 08:00 18:00 Monday to Friday and 08:00 16:00 on Saturdays. You will be expected to work 1 Saturday, every 4 weeks.
What you will be doing.
- Lead and motivate the team to achieve agreed SLAs and excellent customer service.
- Monitor customer demand and manage and allocate workloads in real-time to meet changing peaks in demand.
- Provide an effective handover to the Customer Support and Customer Correspondence Teams to fulfil customer requests.
- Ensure team compliance with all regulatory, procedural requirements and standards.
- Develop and maintain excellent relationships with wider business colleagues, partners and stakeholders.
- Oversee the teams quality including assessing & authorising team members work.
- Ensure complaints and escalations are resolved as quickly as possible.
- Experience of leading, coaching and developing a team in a Customer Services environment.
- Experience of handling customer requests
- Experience of working to deadlines and target to meet customer and business needs.
- Experience of managing performance through agreed goals/target.
- Strong attention to detail
- Ability to produce written communication to various customer groups.
- Ability to develop and maintain excellent working relationships.
- Knowledge of GDPR and data protection legislation.
You will be asked to provide a supporting statement which should evidence (using examples) how your skills and experience match the essential criteria of the role that you are applying for. You will be asked to type your statement into the portal directly. If you have already prepared a supporting statement, then you can simply copy and paste this directly into the application form.
For more information on how to apply, please visit the Applying for a Role Internally page on our intranet or speak to someone in the Recruitment Team.
Using Artificial Intelligence (AI)We cannot stop anyone from using AI 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.
Put the effort into your application - focus on ensuring it matches the criteria required for the job, and is tailored carefully to match your skills, experience, and motivation.
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 (for example, you might need to submit your application in a different format), please get in touch with our Recruitment Team. We are here to assist and accommodate your needs.
Salary and benefits.We advertise salary ranges for job roles, with new appointments typically starting at the lowest salary point. In exceptional cases, where higher skill levels or experience are applicable, 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.
Calculate your take home pay. Use this service to estimate how much Income Tax and National Insurance you should pay for the current tax year.
We offer a comprehensive benefits package that includes a Local Government Pension Scheme (one of the most generous pension schemes in the UK), 28 days paid annual leave(in addition to bank holidays and an option to purchase more leave!), ethical saving options and healthcare plans, paid volunteering days, interest free financing through SmartTech to buy the latest technology through your payroll, discounted shopping with over 2,000 big-name retailers, and more. For more information, please visit the benefits page on our career site.
Hybrid working and location.We believe hybrid working is the best way for our organisation to fulfil our commitment to a modern, agile workplace while continuing to provide a great service to our customers. Hybrid working means having flexibility between working in the office and at home on agreed days, where a role allows.
The location for this role is 16 Summer Lane. It is expected that you can split your time between the office and working remotely, with at least 3 days a week spent in the office. Please note, this is the minimum expectation.
Creating an inclusive workplace.We are dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region. We believe that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.
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. Were a Disability Confident Employer with Leader status, committed to interviewing applicants with disabilities who meet all the essential role criteria.
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. If your values align with ours and you are dedicated to working towards a future that we can all be proud of, we would love to hear from you.
Right to Work in the UKProof 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).
Thank you for considering joining our team at WMCA. We look forward to receiving your application and the opportunity to work together towards our shared goals.
ADZN1_UKTJ
Location: Lozells, GB
Posted Date: 12/24/2024
Contact Information
| Contact | Human Resources West Midlands Combined Authority |
|---|