Job Introduction
Do you enjoy helping people and delivering outstanding customer service? Are you looking for a role where the work you do has a genuine impact on people's everyday lives?
We are looking for a number of Ticketing Services Executives to play an important role in supporting customers with their ticketing products and services, ensuring they receive an efficient, accurate and positive experience from application through to aftercare. Working as part of a supportive and collaborative team, you'll manage a variety of back-office processes, including processing applications, administering Direct Debits and responding to customer enquiries via email. Your work will enable our front-line customer service teams to provide a seamless service while helping customers access the transport services they rely on.
This is a rewarding opportunity to make a real difference, particularly for some of the most vulnerable members of our communities. Every day, you'll help people travel confidently and independently, knowing they've received the support they need.
We're proud of our positive team culture, where people are valued, supported and encouraged to develop. If you're organised, customer-focused and enjoy working in a fast-paced environment, we want to hear from you.
This role operates on a rota between 8:00am and 6:00pm, Monday to Friday, and 9:00am to 1:00pm on Saturdays, with Saturday working required one in every five weeks.
Please note: As part of the selection process, candidates will be required to attend a two-hour assessment centre on Monday 27 July. Candidates who are successful at this stage will then be invited to attend a formal interview during the week commencing 3 August.
What you will be doing
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Responsible for all customer enquiries relating to ticketing products and services
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Answer telephone calls and prepare written responses to customer enquiries relating to Swift and ticketing products
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Process applications for a wide range of ticketing products and associated services including determining eligibility in line with scheme rules
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Organise the dispatch of new and replacement ticketing products
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Calculate and organise refunds for customers in line with agreed procedures
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Provide customer services support to the Customer Relations Team
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Create and maintain both electronic and hard copy customer records
What’s desirable
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Experience of working in a customer service environment handling high volumes of interactions across a range of contact channels
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Demonstrable experience of working to targets and quality standards
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Customer focussed with excellent verbal and written communication skills
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High degree of attention to detail and accuracy
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Excellent organisation and administration skills
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Able to work within a team to achieve shared objectives
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Ability to work well under pressure
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Proactive and able to demonstrate initiative in solving problems
Location.
The location for this role is 16 Summer Lane with at least 2 days a week spent in the office.
How to apply.
Applying for a role with WMCA is straightforward. Follow these steps to get started.
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Create your Careers Account. Register with your name, email address, and a password.
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Build your Profile. Upload your CV to help populate your career and education details.
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Write your Supporting Statement. Make sure to address each of the required essential criteria.
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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 ([email protected]).
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:
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Local Government Pension Scheme (one of the most generous pension schemes in the UK).
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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).
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28 days paid annual leave (with an option to purchase more) + Statutory days.
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EV car benefit scheme
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Healthcare plans.
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Discounted gym membership, will writing, and mortgage advice.
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An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
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3 days of paid leave each year to volunteer.
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Interest-free financing through SmartTech to buy the latest technology
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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.
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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.
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Inclusive - Every voice matters - we create belonging, fairness and psychological safety so everyone can thrive.
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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).
