At Bath & North East Somerset Council we have one overriding purpose to improve people’s lives.
Are you an experienced people manager with a passion for developing teams and delivering top-notch customer service?
Do you thrive in a fast-paced environment where you’re leading, coaching and performance-managing day to day?
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 colleagues who support residents across multiple access points. From libraries to community hubs, you’ll help shape the way we deliver services that really make a difference.
What You’ll Be Doing:
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Leading, coaching and inspiring your team to be the best they can be.
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Supporting your team to deliver excellent, customer-focused service.
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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.
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Managing performance, supporting development, and keeping morale higheven during times of change.
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Handling recruitment, onboarding and induction like a pro.
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Making sure our customersespecially those who are vulnerableget the support they need, when they need it.
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Driving service improvements and spotting opportunities to make things better, faster, and more efficient.
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Collaborating with other teams and partners to keep things running smoothly.
What We’re Looking For:
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Significant, proven experience in people managementincluding coaching, performance management, absence management and developing individuals to build a high-performing team.
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A strong background in customer service
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A great communicator who can represent the service in internal and external forums.
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A strategic thinker who can turn data into action and align team efforts with wider organisational goals.
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Someone who genuinely cares about people and wants to improve lives.
Library experience is not necessarywe’re looking for strong customer service leadership and people management skills, and we’ll support you to learn the library environment.
Please note: this role requires previous people management experience. If you have not managed staff (including performance, absence and development), please do not apply.
Where will you be working?
This is a customer-facing role based primarily at Bath Central Library. You’ll need to be flexible to work across all our Customer Services teams and locations when required (including the Contact Centre), supporting service delivery wherever demand is highest.
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:
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Boldness We’re not afraid to try new things.
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Empowerment We trust our people to make decisions.
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Support We’ve got each other’s backs, and we’re here to support our customers.
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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: [email protected].
Interview date: Week Commencing 6th July 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.
