Reach Out Library Ambassador

6 months ago

Glasgow, United Kingdom University of Glasgow Full time

Reach Out Library Ambassador

**Role Purpose**
As a Reach Out Library Ambassador you will provide first-class customer service to all users of the Reach Out service across the University campus and virtually, as part of the Reach Out team.
Furthermore, you will participate in a range of daily enquiry/lending/document delivery procedures within the library, supporting the work of the Reach Out Library team.

**Main Duties and Responsibilities**
1. Deliver friendly, customer-focused, proactive support to all users of the service and facilities - 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, using UofG Helpdesk, by phone and via other digital channels.
3. Follow established processes and standard instructions to:

- Respond to queries regarding all aspects of library and Reach Out service, maintaining a consistent level of customer service.
- Advise on locating and accessing print and electronic resources.
- Contribute to the administrative tasks supporting the work of the department.
- Undertake lending service duties as required: loan, renew and return items, and provide information on user records.
- Actively support students and staff to use UofG Helpdesk to find information and log support requests, highlighting the opportunities for self-service 24/7.
4. Resolve common user issues, within library guidelines and procedures, and refer complex problems to senior colleagues as appropriate.
5. Be an ambassador for the Reach Out ethos, brand and service design principles across all Reach Out locations.
7. Undertake small weekly orientation tours as well as at University Open Days and at other times throughout the year. Participate in promotion and marketing of information services on behalf of Reach Out Library and other relevant services. This could include wearing t-shirts to promote service and staffing information stalls at events.
8. Deliver all support in cooperation with Facilities Support and other colleagues operating within Reach Out buildings to ensure seamless and consistent service levels and an excellent customer experience, working in-person and via MS Teams.
9. To participate in the ongoing programme of stock maintenance for all areas under our control - To carry out regular shelf-checking to ensure that the stock is in the correct location and alerting the supervisor to any problems. Periodically check the security of the RFID tag on High Demand Collection items.
10. Actively contribute to planning and development of the Reach Out service through planned staff feedback sessions and informally via service managers.
11. Following training, assisting with building evacuation procedures by providing fire warden support to the Facilities Support team.

**Knowledge, Qualifications, Skills and Experience**

**Knowledge/Qualifications**

**Essential**:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post gained through working in a similar role or Scottish Credit and Qualification Framework level 4 in English (National 4) or equivalent, and experience of working in a similar role.

**Skills**

**Essential**:

C1 Excellent customer service skills.
C2 Good communication and interpersonal skills (written & oral).
C3 High standard of accuracy and attention to detail.
C4 Good IT skills.
C5 Ability to respond to changing work priorities.

**Experience**

**Essential**:

E1 Previous work experience.
E2 Experience of working in a team environment.
E3 Experience of engaging with the public.
E4 Experience of dealing with customer records in compliance with the General Data Protection Regulation 2018.

**Desirable**:

F1 Experience of working in a library.
F2 Experience of taking groups on tours.
F3 Experience of using social media.

**Terms and Conditions**
Salary will be Grade 3, £21,900 - £22,681 per annum pro rata.
This post is part-time (6 hours per week with one hour unpaid break), and open ended (permanent). Three positions are available for the following shift patterns: Sat 0800-1500, Sat 1300-2000, Sun 1300-2000.
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
3 A flexible approach to working.

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