About the Role

Are you ready to dive into the excitement of teamwork and fast-paced project delivery? Do you aspire to impact the lives of 1.6 million residents in the Liverpool City Region? Embracing new technology, implementing modern, innovative digital ticketing solutions making ticketing simpler, more accessible and encouraging passenger growth across our transport network.

Working Hours: The role will be flexible between the hours of 7am and 7pm, Monday to Friday, provided that 7 hour working day has been completed during this timeframe and the needs of the business are being met. 

Additional hours outside of these hours may be required to support key project launches, however, this will be discussed in advance prior to any such event.

Location: Hybrid working with aspects of office based and remote working from home Head Office Mann Island or other locations 

About the person

If you're driven by passion, enthusiasm, and a customer-centric approach, we want you on our team.

With a knack for organisation, a sharp attention to detail, and a talent for building relationships with various stakeholders, suppliers, and partners, you'll play a key role in driving our Smart Ticketing Programme forward and contributing to the continued success of the Liverpool City Region Combined Authority.

Join us as a Ticketing Delivery Officer and be part of our dynamic and supportive team!

 
Essential Criteria:

• •Previous experience of working in a fast-paced, customer focused, service delivery environment
• •Effective communication skills, written, listening and presentation
• •Ability to plan, prioritise and make dynamic decisions
• •A keen eye for detail and analytical ability
• •A flexible approach to work schedule to maintain service delivery and achieve project milestones to often tight deadlines
• •Willingness to embrace change and lead and support others through change Commercial awareness to support service area development

Responsibilities:

• •Understand the diverse needs of the internal and external customers
• •Liaise with ICT colleagues, key suppliers for prompt investigation and resolution of any associated technical issues identified in relation to MetroSmart, Fulfilment arrangements or outages of retail channels to minimise customer impact

• •Contract monitoring and relationship management with suppliers, contractors and strategic partners to ensure quality, service output requirements are met
• •Management and co-ordination of paper and smartcard ticket stock management for Merseytravel, Operator and Paypoint retail outlets
• •Develop project risk registers, identifying the level of risk and mitigations, support in the production of project plans, with key milestones, managing project documentation and customer communications across a variety of channels
• •Co-Ordination of and participation in robust end user testing of systems, websites, to ensure acceptable performance and positive customer experience prior to product delivery
• •Produce simple, easy to use staff reference guides, delivering training and ensure operational readiness
• •Continually keeping abreast of advances in smart ticketing technology, putting forward ideas to enhance the customer experience and for efficiency of processes with a focus on self-serve
• •Demonstrating good use of critical reasoning and analytical ability to resolve complex situations or technical issues.

Qualifications and Skills:

•NVQ Level 3 Customer Care or equivalent.
•Demonstrated proficiency in using Microsoft Office applications; Word, Excel, Teams and PowerPoint.

 If you think you match the job description and our values then click on the link to apply, indicating how you meet the person specification.

About the organisation

Our vision is to create a fairer, stronger and cleaner city region. Somewhere we can all be proud of, where no one is left behind. To make our vision a reality we’re looking for people, from all walks of life, who reflect the diversity of our communities, feel connected to our vision, and who role model our three behaviours. 

We work together to make investments in areas that have a real impact on our communities, such as transport, employment, culture, digital and housing.

Our aim is to ensure that everyone benefits from the decisions we make. We want to create an environment which allows our economy to thrive for the good of everyone who lives and works in Liverpool City Region

Staff benefits

• •Local Government Pension Scheme contributions between 5.5% and 12.5%
• •Generous holiday entitlement of 29 days rising to 34 days after 5 years service, as well as bank holidays and the option to buy 10 additional days
• •Free travel around Liverpool City Region with an All-Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
• •Flexible and hybrid working
• •24/7 access to Employee Assistance Programme for you and your family and Free counselling service
• •Corporate discounts at council-owned gyms
• •Bike to Work Scheme
• •Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and even a £1k interest free learning loan for any non-job-related learning

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for all candidates who met the essential criteria in the job description and who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities.

The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

Some dates for your diary:
 

Monday 19^th August 2024

Recruitment Stage One

Shortlisted candidates will be invited to attend an informal introductory meeting with the recruiting manager to discuss your CV, work experience and give you the opportunity to ask questions in relation to the role and organisation.

Wednesday 28^th August 2024

Recruitment Stage Two

Candidates further shortlisted after stage one, will be invited to attend a short assessment alongside a formal focussed interview with the Customer Services Manager and Customer Delivery Manager respectively.