At Bath & North East Somerset Council we have one overriding purpose to improve people’s lives.
This is a Fixed Term Contract until 30/11/2026.
Are you a confident, peoplefocused leader with experience in fastpaced contact centre environments? Do you thrive on leading teams through change while keeping customer outcomes at the heart of everything you do? If so, we’d love to hear from you.
We’re looking for a Customer Services Team Leader to join our Council Connect Contact Centre, leading a highperforming team of Customer Service Advisors who support residents across phone, digital and facetoface channels. This is a frontline operational leadership role in a highdemand service where effective people management, adaptability and the ability to deliver change really matter.
You’ll play a key role in shaping how we deliver customer services, responding to demand, supporting vulnerable customers and contributing to service improvement across Council Connect and the wider Customer Services operation.
About the Role
* Leading, coaching and motivating a team in a busy, demandled contact centre environment.
* Managing daytoday performance, demand and workloads, including realtime queue management and reprioritisation to maintain service standards.
* Supporting your team to deliver consistently highquality, customerfocused service, even during periods of change.
* Using data, insight and reporting to monitor performance, identify trends and make forwardthinking operational decisions.
* Leading your team through periods of change, supporting engagement, resilience and clarity as new ways of working are introduced.
* Contributing to and supporting service improvement projects, including the implementation and embedding of new processes or systems.
* Managing performance, supporting development and addressing issues confidently and constructively.
* Supporting recruitment, onboarding and induction to build strong, capable teams.
* Making sure customers particularly those who are vulnerable receive the right support at the right time.
* Working collaboratively across Council Connect and wider Customer Services, including supporting or covering other teams when needed to ensure service continuity.
* Building strong relationships with internal teams and partners to support joinedup service delivery.
About You
* Proven experience in people managementyou know how to build high-performing teams and tackle tricky conversations with confidence.
* A strong background in customer service, ideally within a highvolume contact centre
* Experience of delivering change or supporting projects, particularly in operational or customer services settings.
* Confidence using performance data and insight to drive improvement and support decisionmaking.
* Excellent communication skills, with the confidence to represent the service in internal and external forums.
* A strategic thinker who can turn data into action and align team efforts with wider organisational goals.
* A flexible, resilient leader who genuinely cares about people both customers and colleagues.
Where will you be working?
We’re looking for someone who’s flexible and mobile you’ll be working in a hybrid way, the primary office location in Bath, but you’ll be ready to support our operational locations and teams across Customer Services when needed. The ability to adapt to changing priorities and service pressures is essential.
Why join us?
You’ll be part of a supportive leadership team where collaboration and continuous improvement are the norm. We care about our people, our residents, and the communities we serveand we’re looking for someone who shares that ethos.
We live by our values:
* Boldness We’re not afraid to try new things.
* Empowerment We trust our people to make decisions.
* Support We’ve got each other’s backs, and we’re here to support our customers.
* Transparency We’re open, honest, and always learning.
If you’re ready to lead with purpose and make a real difference to people’s lives, we’d love to hear from you!
If you are interested in this post and require more details or just to chat through the role and what’s involved, please contact Natasha Powell, Customer Services Operations Manager, on natasha_powell@bathnes.gov.uk or call 01225477222.
Interview date: 05/03/2026
No Agencies Please.
*Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at-risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.
Please note that this advert may close earlier than the stated closing date due to high demand. We advise all interested candidates to apply as soon as possible.
About Bath and North East Somerset Council.
Working at Bath and North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.
Why Bath and North East Somerset Council?
We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need. Go to
At Bath and North East Somerset Council we have one overriding purpose to improve peoples lives. Find out more about our values at
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. Find out more on our commitment to Equality, Diversity and Inclusion at
We are a Disability Confident Employer find out more at
The Council is committed to having a diverse and inclusive workforce. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.