Job Introduction 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 team's 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 a 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 SLA’s 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 team’s quality including assessing & authorising team members’ work. Ensure complaints and escalations are resolved as quickly as possible. What’s essential. Experience of leading, coaching, and developing a team in a Customer Services environment. Experience of handling customer requests. Experience of working to deadlines and targets to meet customer and business needs. Experience of managing performance through agreed goals/targets. 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. How to apply. On clicking ‘apply for this job’, you will be prompted to register for an account, which you can do using your name and email address. You will have the opportunity to upload a CV when registering. Uploading your CV will auto-populate the employment and education sections of your profile. Please note, we do not see your CV once you have submitted your application. Our shortlisting decisions are based on what you tell us in your profile - and so it is important to check the information is correct and format your profile so that it really stands out. 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 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. 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 offer a comprehensive benefits package that includes a Local Government Pension Scheme, 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. 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. Creating an inclusive workplace. We are dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region.