Job Description
At Bath & North East Somerset Council we have one overriding purpose – to improve people’s lives.
Are you an experienced contact centre leader who thrives on driving change, improving services, and developing people? Do you bring a strong background in projects, operational leadership, and coaching teams to deliver consistently high‑quality customer experiences? If so, this could be the role for you.
We’re looking for an experienced, forward‑thinking Customer Services Team Leader to help shape the next stage of Council Connect’s development.
What You’ll Be Doing
Championing Council Connect as a true multi‑channel service—helping colleagues understand what it is, why it matters, and how we support residents across phone, email, webforms, live chat, and face‑to‑face routes. You’ll play a key role in making sure our contact centre feels accessible, responsive and consistent no matter how people choose to get in touch. This includes shaping customer pathways, spotting friction points, and making sure our multi‑channel journey works as a single, joined‑up service that gives residents a smooth experience every time.
Working closely with wider council teams and service areas—building strong relationships, understanding their needs, and helping them design customer‑friendly processes that make life easier for residents. You’ll often act as a bridge between Customer Services and the rest of the organisation, helping colleagues understand customer impacts, influencing decisions, and ensuring Council Connect has a clear voice in wider service changes.
Delivering key projects, identifying opportunities, implementing new systems and new ways of working, redesigning processes and strengthening customer pathways.
Setting and maintaining high quality standards, ensuring customer interactions meet expectations and promoting a culture of continuous improvement.
Using data and insight to understand performance, demand trends and service issues, shaping operational decisions and future improvements.
What We’re Looking For
Proven people management experience in a high‑volume contact centre—comfortable leading teams, managing performance and coaching individuals.
Strong project and change experience—you understand how to take people through change, embed new processes, and deliver improvements that stick.
Confidence working with stakeholders across the organisation—able to build relationships, influence decisions, and positively challenge where needed to get the best outcomes for residents.
A background in customer service operations, with a clear understanding of quality assurance, customer journeys, and service performance.
Confidence using performance data, insight and reporting to influence decisions and improve outcomes.
Excellent communication and relationship‑building skills, able to represent Customer Services confidently within the organisation.
A resilient, adaptable leader who brings energy, clarity, and a genuine commitment to developing people and improving the service.
Where You’ll Be Working
You’ll work in a hybrid way, when in the office, it will be mainly from Bath, with flexibility to support operational locations across Customer Services. You’ll need to be adaptable, responsive to changing priorities, and confident stepping in where leadership support is needed.
Why Join Us?
You’ll be part of a supportive leadership team committed to modernising how we deliver Customer Services. We value continuous improvement, professional development, and creating a positive environment where colleagues can thrive. Our values guide everything we do:
Boldness – We’re not afraid to try new things.
Empowerment – We trust people to make decisions.
Support – We’ve got each other’s backs.
Transparency – We’re open, honest and always learning.
If you’re driven by improving services, building strong teams, and delivering high‑quality customer experiences, 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 : natasha_powell@bathnes.gov.uk
Interview date: Week Commencing 1st June 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 https://jobsandcareers.bathnes.gov.uk/why-work-us/our-benefits
At Bath and North East Somerset Council we have one overriding purpose – to improve peoples lives. Find out more about our values at https://jobsandcareers.bathnes.gov.uk/why-work-us/our-values
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 https://beta.bathnes.gov.uk/equality-and-diversity
We are a Disability Confident Employer – find out more at https://shorturl.at/ajrsW
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.