At Bath & North East Somerset Council we have one overriding purpose to improve people’s lives.
Are you a natural leader with a passion for people and a knack for delivering top-notch customer service? Do you thrive in a fast-paced environment where no two days are the same? If so, we’ve got the perfect opportunity for you!
We’re on the lookout for a Customer Services Team Leader to join our dynamic team. You’ll be at the heart of our customer-facing operations, leading a talented group of advisors who support residents across multiple access points. From libraries to community hubs, you’ll help shape the way we deliver services that truly make a difference.
What You’ll Be Doing:
* Leading, coaching and inspiring your team to be the best they can be.
* Supporting your team to deliver excellent, customer-focused service.
* Managing workloads, reprioritising where needed to respond to emerging issues or demands
* Working collaboratively with all Customer Services teams to deliver a truly joined up service across all our locations.
* Managing performance, supporting development, and keeping morale higheven during times of change.
* Handling recruitment, onboarding and induction like a pro.
* Making sure our customersespecially those who are vulnerableget the support they need, when they need it.
* Driving service improvements and spotting opportunities to make things better, faster, and more efficient.
* Collaborating with other teams and partners to keep things running smoothly.
What We’re Looking For:
* 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 in a busy operational setting.
* A great communicator who can 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.
* Someone who genuinely cares about people and wants to improve lives.
Where will you be working?
We’re looking for someone who’s flexible and mobile you’ll be working from our customer facing locations every day with your primary location being Bath Central Library. You’ll be ready to support our other locations when needed, including the Contact Centre. Being adaptable and comfortable working across different sites is key. Please note This is not a hybrid or remote working position.
Why join us?
You’ll be part of a supportive leadership cluster 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 by email at: natasha_powell@bathnes.gov.uk or by telephone on 01225 477222
Interview date: 13/10/2025
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
*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.
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.
Please note that this role is subject to a Basic DBS Check.
Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment. As part of this commitment anyone working in a post with children or vulnerable groups will be expected to undertake an Enhanced DBS check with/without barred list checks.