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Ticketing Services Executive
Ticketing Services Executive
West Midlands Combined Authority (WMCA)
Do you enjoy helping people and delivering outstanding customer service? Are you looking for a role where your work has a genuine impact on people's everyday lives?
We are seeking Ticketing Services Executives to support customers with 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 will manage back-office processes like:
- Processing applications
- Administering Direct Debits
- Responding to customer inquiries via email
Your work will enable our front-line teams to provide a seamless service, helping customers access essential transport.
This is a fulfilling opportunity to make a difference, particularly for some of the most vulnerable community members. Every day, you’ll help people travel confidently and independently.
About the Role
We pride ourselves on a positive team culture, valuing our people and encouraging development. If you’re organised, customer-focused, and enjoy a dynamic environment, we’d love to hear from you.
Hours: Rotating schedule (Mon–Fri: 8:00am – 6:00pm), with Sat shifts required every 5th week (9:00am – 1:00pm).
Assessment Criteria: All shortlisted candidates will attend:
- A two-hour assessment centre on Monday 27 July.
- If successful, a formal interview the week of 3 August.
Responsibilities
- Manage all customer enquiries related to ticketing services
- Handle telephone calls and provide written responses for Swift/assisted ticketing products
- Process applications, ensuring eligibility compliance with scheme rules
- Organise dispatch of new/replacement products
- Calculate and process customer refunds per procedure
- Support the Customer Relations Team with service assistance
- Maintain electronic/hard-copy client records
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Desirable Qualities & Skills
- Experience in high-volume customer service (email/telephone administration)
- Proficiency in meeting targets and quality standards
- Excellent written/verbal communication, with a customer-first mindset
- Strong attention to detail and accuracy
- Discrete administrative, organisational, and multitasking skills
- Ability to work collaboratively under pressure
- Problem-solving initiative
Location & Attendance
This role is based at 16 Summer Lane, with a minimum of two weekly in-office days.
Required Application Process
- Register by creating a WMCA Careers Account with your name, email, and password.
- Build your profile by uploading your CV to populate career/education details.
- Write a supporting statement, ensuring each essential criterion is addressed.
- Submit after a final review.
Anonymised Applications
- Your CV won’t be visible post-submission.
- Shortlisting is based solely on profile data ( Focus on clarity and skills showcase—regard the use of AI as a supportive tool rather than primary author).
Reasonable Adjustments
If you require accessibility support or have disabilities, contact careers@wmca.org.uk early in the process.
Salary and Benefits
Salary Range:
Typically starts at the lowest advertised rate, with possible incremental increases.
Comprehensive benefits include:
- Local Government Pension Scheme (one of the best UK plans)
- Shared Cost Additional Voluntary Contribution (AVC) scheme (extra tax-free savings)
- 31 days paid leave (28 + option to purchase additional days + statutory)
- Electronically Powered Vehicle (EV) scheme
- Healthcare plan, subsidised gym memberships, and finance/loyalty discounts (Costco via WMCA)
- Eye Care Scheme (free tests/funding for glasses)
- Themed Destination & Retail Discounts (Boundless & 2,000+ retails)
- Institutional technology financing, mortgage advice, will-writing discounts.
- Interest-free loan scheme (SmartTech) for tech upgrades
- 3 paid volunteer days/year
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Why Join WMCA?
WMCA is committed to transforming the West Midlands, driving economic growth, jobs, affordable housing, and connected safe transport networks.
We place people at the heart of our mission, partnering locally to deliver impactful solutions ensuring public need meets positive outcomes—your role directly improves daily lives.
Values & Behaviours
Our mission hinges on shared principles:
- Collaborative – Toenefit teams & partners
- Driven – Focused on doing what’s right with courage
- Inclusive – Ensures psychological safety for all
- Innovative – We embrace continuous improvement
WMCA Diversity and Inclusion
We hold accreditations including: ✅ Race Quality Mark (Gold), Armed Forces Covenant (Gold) ✅ Inclusive Top 50 Employer, named a Top 50 Employer for Women ✅ Disability Leader (Confident State) - offering transparent interviews
As part of our Ban the Box policy, we eliminate criminal conviction questions until after potential employment offers.
Note: We actively encourage applicants from groups traditionally underrepresented through or any barriers such as people of color or those worried about traditional criteria. If you are passionate about the role, we’d like to see your transferable skills!
Part-Time, Flexible Options Available
✅ Job share, part-time, or flexible arrangements can be accommodated.
Right to Work
All U.K. willing applicants will be required to provide proof of right to work in due time (accommodating legal vacancies, as per UKVI).
Associate documents: View JD - Ticketing Services Executive.pdf.
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