About the Role

Are you a customer-focused professional with a passion for improving digital services and delivering innovative solutions? This is an exciting opportunity to play a key role in shaping the future of smart ticketing across the Liverpool City Region.

We are looking for a motivated and proactive individual to support the delivery of a modern, accessible and customer-focused ticketing offer.

In this role, you will help coordinate retail ticketing operations while contributing to the development of smart and digital ticketing solutions that make travel simpler, more convenient and affordable for our customers.

You will join a collaborative and forward-thinking team, working with internal colleagues and external partners to deliver high-quality services with a real and visible impact for the 1.6 million residents across the region.

As part of the Ticketing Operations team, you will support the efficient coordination of retail and smart ticketing services, ensuring systems, suppliers and processes work seamlessly together.

Your responsibilities will include:

• •Supporting the delivery and ongoing development of smart ticketing programmes, embracing new technology to improve customer experience.
• •Putting the customer first by ensuring services are accessible, easy to use and responsive to customer needs.
• •Monitoring customer satisfaction, analysing feedback and using insight to drive continuous service improvement.
• •Coordinating the operation of the MetroSmart portal, including reconciliation of payments and resolving technical issues.
• •Working closely with ICT teams and suppliers to investigate and resolve system issues across ticketing channels.
• •Managing relationships with contractors and partners, ensuring service levels and contractual obligations are met.
• •Supporting procurement activity and ensuring value for money across ticketing services.
• •Coordinating smartcard production and managing ticket stock levels across outlets.
• •Developing staff guidance and delivering training to support consistent service delivery across operational teams.
  
  

You will also play a key role in:

• •Supporting system and website testing to ensure performance, compliance and a positive customer experience.
• •Contributing to project delivery, including risk management, documentation and milestone tracking.
• •Producing performance reports, dashboards and analysis on ticket sales, usage and service delivery.
• •Identifying opportunities to streamline processes, improve efficiency and expand digital and self-service options.

About the person

We’re looking for someone who combines strong organisational skills with a customer-first mindset and a genuine interest in digital innovation and smart ticketing.

You will have:

• •Experience working in a customer-focused or operational environment, ideally within transport, retail or digital services.
• •Strong communication skills, with the ability to work effectively with a wide range of stakeholders.
• •The ability to analyse data, identify trends and support service improvements.
• •Experience of managing suppliers or working with external partners.
• •A proactive and flexible approach, with the ability to manage competing priorities and deadlines.
• •Good understanding of systems, processes and continuous improvement.
• •Awareness of data protection, GDPR and information security principles.

You will also demonstrate:

• •A positive, “can do” attitude and a commitment to delivering high-quality outcomes.
• •Strong attention to detail and problem-solving capability.
• •An interest in technology and innovation, particularly in smart ticketing and digital services.
  
  

If you think you match the job description, and our values, then click on the link to apply.

Please ensure that you provide clear examples and evidence in your application of how you meet the below key essential criteria. The information you provide in your application will be used for shortlisting.

1)  Please provide a clear example of when you used multiple systems or tools to investigate and resolve a customer issue from start to finish, ensuring a complete resolution. 

2)  Describe a time when you supported or delivered work within a fast-paced project environment. How did you prioritise tasks, manage competing demands, and ensure deadlines were met?

3)  Give an example of how you have worked with internal teams, external partners, or suppliers to deliver a service or resolve an issue. What approach did you take to ensure effective communication and outcomes?

Please highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

About the organisation

The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our economy is being transformed once again, changing the world through world-leading innovation in health and life sciences, digital and creative, and advanced manufacturing - growing an economy already worth £35 billion a year.

The Combined Authority plays a central role in catalysing this innovation-led economy. We are seizing the unique opportunity to use our devolved powers and funding to create wealth and prosperity for all our 1.6 million residents and the whole UK - investing in our economy, people, place, transport and digital infrastructure. Our vision is for the Liverpool City Region to be: The best place to grow up, grow a family, and grow a business - where no-one is left behind.

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
• •Automatic enrolment to our Westfield Health Programme
• •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 candidates who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are care experienced (whether through foster care, residential care, supported living, kinship care, live-in care, home care or adoption), 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.

To be considered under one of these schemes, you must indicate your eligibility in the relevant section of the application form. In addition, you must clearly demonstrate in your application how you meet the key essential criteria listed above.

Please highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

Applications that do not include this evidence will not be considered under the guaranteed interview schemes.

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.

We actively promote diversity and inclusion. Please note that this role is unlikely to meet the eligibility requirements for sponsorship under the Skilled Worker route. We recommend that you assess your eligibility before applying for this position. Please visit https://www.gov.uk/skilled-worker-visa