Customer Services Team Leader

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 looking 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

• 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 high during times of change.
• Handling recruitment, onboarding and induction.
• Ensuring that customers, especially those who are vulnerable, receive 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

• Significant, proven experience in people management, including coaching, performance management, absence management, and developing individuals to build a high‑performing team.
• A strong background in customer service.
• 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.
• A genuine care about people and a desire to improve lives.

Library experience is not necessary; we’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.

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 serve, and 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.

Benefits

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.

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.

We are a Disability Confident Employer.

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 an Enhanced/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 or without barred list checks.

#J-18808-Ljbffr