Reach Out Supervisor

3 weeks ago

Glasgow, United Kingdom University of Glasgow Full time

**Job Purpose**
To provide first-class customer service to all users of the James McCune Smith Learning Hub and other cluster buildings as part of the Reach Out team. The Reach Out Supervisor will also provide supervisory support to the Reach Out Ambassadors and to work with Reach Out managers and other service managers on operational planning and prioritisation.

**Main Duties and Responsibilities**
**- **Friendly, customer-focused, proactive support to all users of the James McCune Smith Learning Hub and other cluster buildings - be visible, maintaining a high profile with customers and staff and personally taking action to resolve issues and deliver an excellent customer experience in person and digitally.
- Supervise, train and support Reach Out Ambassadors to deliver a first-class Reach Out service to all users of the JMSLH and other cluster buildings, identifying operational priorities on a day-to-day basis, allocating tasks where appropriate and monitoring progress and performance.
- Be a champion for the Reach Out ethos, branding and identity, ensuring all Reach Out staff understand the aims of the service and have access to training and support to help them deliver an excellent customer experience.
- Ensure all staff working within the JMLSH adopt a Don't Walk By approach to health and safety and a proactive approach to keeping the building tidy and in good condition for users.
- Work with JMSLH Manager and Reach Out Team Leaders to ensure consistency of approach and adequate resourcing for pop-ups and student clubs and societies, using discretion to determine priorities and resolve issues.
- Deliver tours of the JMSLH and other cluster buildings to colleagues from within the University, students, and to external visitors as agreed with the JMSLH Manager
- Deliver all Reach Out activity in cooperation with Facilities Support and other colleagues operating within JMSLH and other cluster buildings to ensure seamless and consistent service levels and an excellent customer experience.
- Actively contribute to planning and development of the Reach Out service through regular discussions with Reach Out Managers and planned staff feedback sessions. Identify key trends and opportunities for service enhancement.
- Following training, assist with building evacuation procedures by providing fire warden support to the Facilities Support team

**Knowledge, Qualifications, Skills and Experience**

**Knowledge/Qualifications**

**Essential**:

A1: Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. Or: Scottish Credit and Qualification Framework level 7 (Higher / Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent, and experience of personal development in a similar role.

**Skills**

**Essential**:
C1 Proven customer Service skills
C2 Ability to supervise a team and allocate tasks according to business need
C3 IT skills to use basic Microsoft packages and University of Glasgow Helpdesk to log calls and search Knowledgebase
C4 Ability to identify service priorities at short notice in an extremely busy environment and allocate tasks to teams to deliver excellent service
C5 Ability to resolve complex enquiries C6 Proven initiative and judgement to resolve problems independently.
C6 Proven commitment to continuous professional development to enhance own skills and knowledge
C7 Willingness to train colleagues to meet service expectations

**Desirable**:

D1 Basic AVIT skills to support Technology Enabled Active Learning (TEAL) teaching across the cluster

**Experience**

**Essential**:
E1 Experience of delivering customer service face to face and digitally or by telephone
E2 Proven experience of resolving customer issues to a satisfactory outcome
E3 Experience of managing own workload and prioritising in a busy environment

**Desirable**:

F1 Experience of supervising a team
F2 Experience of using a call management or CRM system
F3 Experience of performance management and review

**Dimensions**
This post sits within the BRM and Engagement Directorate.
Reach Out consists of James McCune Smith Team, Library frontline teams, IT Helpdesk team, College Library Support Team, Student Services Enquiry Team and a number of Reach Out staff based at other campuses, including at Dumfries and at the Vet Campus.
The James McCune Smith Learning Hub is an inspirational and diverse learning space, allowing undergraduate and postgraduate students access to advanced and useful learning spaces. This flagship development will be a creative environment, combining flexible study and social learning space with multi-styled and technology-enabled teaching. The building will accommodate over 2,500 students, including a lecture theatre with capacity for 500 students. Interactive teaching spaces will range in capacity from 340 - 75 students, while the hub will also accommodate a

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