Head of Customer Services

 Head of Customer Services

Grade O Salary £59,911 - £69,463

Based In Leeds City Centre

Closing Date – 3 February 2019

The organisation

An exciting opportunity has arisen for an exceptional person who wants to play a leading role in reshaping our local economy and forging better futures for millions of people.

That’s precisely what is on offer at West Yorkshire Combined Authority where a £1bn growth deal has put the Leeds City Region at the forefront of the Government’s Northern Powerhouse delivery agenda.

The Combined Authority covers a population of around 2.5 million people and represents the largest economy outside London. It brings together five districts plus York, works with the business community through the Leeds City Region Enterprise Partnership and is the statutory Local Transport Authority for the region through “Metro” branded transport services.

The role

The way people plan and pay for their local travel is changing. The Combined Authority’s travel and transport services, serve over 1 million people each week. The Combined Authority is seeking an exceptional manager to lead and drive change in its travel information, ticketing and retail services. The Head of Customer Services will ensure that our services deliver the policies of the Combined Authority and its local authority partners whilst meeting and exceeding customer expectations.

The postholder will be responsible for

  • Enabling over 155,000 under 19s to travel at half fare or less and over 270,000 older and disabled people to travel on bus services free of charge.
  • Delivering the MCard range of multi modal smart travel tickets which enables customers to travel on bus and rail services around West Yorkshire. MCard has been identified as the largest smart ticketing scheme in the UK outside London with over 1.2 million sales transactions per year.
  • Operation of retail services at six bus stations serving 400,000 customers per year.
  • Providing the travel information services with over 400k customer interactions and on line travel information receiving over 2.5 million views each month.
  • Leading for the Combined Authority on customer issues including its equality and safeguarding responsibilities

The person

The successful postholder will have experience of leading change in a fast moving environment whilst maintaining a consistently high standard of service. They will demonstrate highly developed communication, negotiation and people management skills together with political awareness and commercial acumen.  

West Yorkshire Combined Authority’s aim is to attract people from diverse backgrounds building an inclusive culture, we welcome applications from everyone regardless of age, race, gender, religion or beliefs, disability, gender identity or sexual orientation. In return we can offer a flexible and encouraging environment that will allow you to achieve your best work/life balance and career goals; with a range of benefits including a local government career average pension scheme and a fully funded travel MCard (zone 1-5). We are committed to enabling working parents to progress their careers and will consider requests for flexible working patterns and job share arrangements.

Secondment opportunities will be considered for this post, however, in line with the Combined Authority’s Secondments Policy, you must have 12 months’ service in your current role.

This post is ‘politically restricted’ which means that staff employed in these posts may not undertake certain political activities either in or outside the workplace, including being  barred from standing for office, canvassing on behalf of a political party.  Individuals appointed to a Politically Restricted role will be required to sign a declaration to confirm that they will comply with the restrictions set out in the Local Government and Housing Act 1989 and the amended regulations 1990.

Please note:  Whilst it is our policy to recruit at SP1 for all appointments, each role has career salary progression, with incremental increases applicable in most cases on an annual basis.

Please submit your application by 3 February 2019. Interviews will be held on the week commencing 11 March 2019.

Given the high volumes of applications we receive we are unable to respond to all applicants, therefore if you have not heard from us within 4 weeks of the closing date please assume that on this occasion you have not been successful.

Candidate information will be retained by West Yorkshire Combined Authority for 6 months unless you make a request for this to be deleted.

Apply online

Please read the Head of Customer Services Role Profile before applying for this post.

You can then Apply Here