Reach Out Supervisor

6 months 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. To 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**
1. Friendly, customer-focused, proactive support to all users of the James McCune Smith Learning Hub and other cluster buildings - be available, 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.
2. 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.
3. 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.
4. 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.
5. Support the 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.
6. 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.
7. 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.
8. 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.
9. 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, work well as part of 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 and share knowledge with team members to develop their knowledge and skills.
C6 Proven initiative and judgement to resolve operational issues and problems independently and escalate where appropriate.
C7 Proven commitment to continuous professional development to enhance own skills and knowledge.
C8 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.

**Terms and Conditions**
Salary will be Grade 5, £25,138 - £29,605 per annum pro rata.
This post is part-time (24 hours per week), and open ended (permanent).
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.

  • Reach Out Library Supervisor

    5 months ago

    Glasgow, United Kingdom University of Glasgow Full time

    **Job Purpose** As a Reach Out Library Supervisor you will provide first-class customer service to all users of the Library and other cluster buildings as part of the Reach Out team. You are tasked with delivering a range of frontline library services (lending, general enquiries, inter-library loans, social media) and online support, using detailed knowledge...

  • Reach Out Library Supervisor

    5 months ago

    Glasgow, United Kingdom University of Glasgow Full time

    **Job Purpose** To provide first-class customer service to all users of the Library and other cluster buildings as part of the Reach Out team. To deliver a range of frontline library services (lending, general enquiries, inter-library loans, social media) and online support, using detailed knowledge and experience to supervise and support the team to deliver...

  • Reach Out Library Ambassador

    5 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,...

  • 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,...

  • Reach Out Ambassador

    6 months ago

    Glasgow, United Kingdom University of Glasgow Full time

    **Job Purpose** As a Reach Out 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 resolve customer enquiries at first point of contact, either in person or digitally, working with colleagues in other services to provide...

  • Reach Out Ambassador

    6 months ago

    Glasgow, United Kingdom University of Glasgow Full time

    **Job Purpose** As a Reach Out 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 resolve customer enquiries at first point of contact, either in person or digitally, working with colleagues in other services to provide...

  • Reach Out IT Senior Ambassador

    6 months ago

    Glasgow, United Kingdom University of Glasgow Full time

    **Job Purpose** As a Reach Out IT Senior Ambassador you will support the delivery of first-class customer service to all users of Reach Out IT Helpdesk and as required across other cluster buildings as part of the Reach Out team. Furthermore, you will deliver a range of administrative and customer services assistance to the Reach Out IT Front of House Team...

  • Reach Out Team Leader

    6 months ago

    Glasgow, United Kingdom University of Glasgow Full time

    **Job Purpose** Responsible for the day-to-day management and delivery of a 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. Responsible for contributing to medium to long term service planning and enhancement for Reach Out across the University. **Main Duties and...

  • Reach Out Service Liaison

    1 week ago

    Glasgow, Glasgow City, United Kingdom University of Glasgow Full time

    IT Support Assistant - Reach Out ServiceThe University of Glasgow is seeking a highly skilled and dedicated IT Support Assistant to join our team as a Reach Out Student Ambassador. In this exciting role, you will provide exceptional customer service, ensuring that all users of the Reach Out IT service receive timely and effective support.Key...

  • Reach Out Tech Bar Front of House Team Leader

    6 months ago

    Glasgow, United Kingdom University of Glasgow Full time

    **Job Purpose** As a Reach Out Tech Bar Front of House Team Leader you will be responsible for the implementation of the Reach Out Tech Bar, ensuring the university community has in-person access to a wide range of IT services and support. You will ensure day-to-day management and delivery of a first-class customer service to all users of the Reach Out IT...

  • Pressroom Operator- Nights

    6 months ago

    Glasgow, United Kingdom Reach plc Full time

    **Company Description** Pressroom Operator - Night shift** You'll be at the forefront of our Reelstand area, setting up, running, and meticulously monitoring all equipment to ensure seamless production processes. You'll have the responsibility to carry out remedial and calibration work whenever necessary, ensuring that our equipment functions at peak...

  • Printer no 2

    6 months ago

    Glasgow, United Kingdom Reach plc Full time

    **Company Description** Printer NO 2 Responsible for setting up, running, and monitoring of all equipment within Presshall. Responsibility to carry out remedial and calibration work where necessary. Working alone or within a team. Strong reliance on own initiatives to prioritise work to be carried out. These decisions will be in conjunction with the...

  • Reach FLT Driver

    2 months ago

    Glasgow, United Kingdom KPI Recruiting Ltd Full time

    KPI Recruiting are on the look out for a Reach FLT Driver for our client based in Glasgow.As a Reach FLT Driver your working hours and days are:Monday- Friday08:00- 16:00The rate of pay as a Reach FLT Driver is:£12.00 p/hThe duties and responsibilities as a Reach FLT Driver are:Loading and unloading materials from a variety of vehiclesMoving pallet-packed...

  • Store Supervisor Glasgow

    5 months ago

    Glasgow, United Kingdom REPLAY - FASHION BOX S.p.A. Full time

    Established in 1981, Fashion Box S.p.A is now one of the leading international companies in the denim sector. The Italian Group which is based in Asolo (Treviso) creates, promote and distributes men's, women's and children's casual wear, accessories and footwear. It trades under the brands REPLAY, REPLAY&SONS, WE ARE REPLAY and RED SEAL. Other brand...

  • Reach Forklift Driver

    1 month ago

    Glasgow, United Kingdom Blue Arrow - Bellshill Full time

    Blue Arrow is recruiting Reach Fork Lift Drivers for an Urgent start.This is working for our client based in Uddingston.The position is Full Time starting as soon as possible. Shifts are Dayshift 4 on / 4 off 7am - 7pm.Pay Rate £12.65 per hour.Successful applicants must also hold a Counterbalance Licence to be considered for this role.Duties/Requirements*...

  • Court Monitor

    5 months ago

    Glasgow, United Kingdom FLIP OUT Full time

    We are **Flip Out UK**. We are the UKs biggest and best adventure park brand! We are now recruiting for an informative, bubbly, personable and engaging **Team Members **to join our team in Glasgow**.** **Job Overview** We are all about our guests! Your goal will be to provide them with the best customer service possible! You will ensure our guests Health,...

  • Court Monitor

    6 months ago

    Glasgow, United Kingdom FLIP OUT Full time

    We are **Flip Out UK**. We are the UKs biggest and best adventure park brand! We are now recruiting for an informative, bubbly, personable and engaging **Team Members **to join our team in Glasgow**.** **Job Overview** We are all about our guests! Your goal will be to provide them with the best customer service possible! You will ensure our guests Health,...

  • Reach Forklift Driver

    1 month ago

    Glasgow, United Kingdom Blue Arrow - Bellshill Full time

    Blue Arrow is recruiting Reach Fork Lift Drivers for an Urgent start.This is working for our client based in Uddingston.The position is Full Time starting as soon as possible. Shifts are Dayshift 4 on / 4 off 7am - 7pm.Pay Rate £12.65 per hour.Successful applicants must also hold a Counterbalance Licence to be considered for this role.Duties/Requirements*...

  • Team Member

    5 months ago

    Glasgow, United Kingdom FLIP OUT Full time

    We are **Flip Out UK**. We are the UKs biggest and best adventure park brand! We are now recruiting for an informative, bubbly, personable and engaging **Team Member** to join our team in **Glasgow**. **Job Overview** We are all about our guests! Your goal will be to provide them with the best customer service possible! You will ensure our guests Health,...

  • Printer NO 2

    2 months ago

    Glasgow, United Kingdom Reach PLC Full time

    Company Description Join the Reach Printing Services team in Glasgow as a Printer No. 2! In this role, you'll be responsible for setting up, operating, and monitoring all equipment within the Presshall. You'll also take charge of performing remedial and calibration work as needed. We are looking for someone with web offset printing experience who...