Reach Out Library Ambassador

3 weeks ago

Glasgow, Glasgow City, United Kingdom University of Glasgow Full time
Job Title: Reach Out Library Ambassador

We are seeking a highly motivated and customer-focused individual to join our team as a Reach Out Library Ambassador. As a key member of our team, you will provide exceptional customer service to users of the Reach Out service across the University campus and virtually.

Key Responsibilities:
  • Deliver friendly and proactive support to all users of the service and facilities, maintaining a high profile with customers and staff.
  • Distribute and re-shelve returned items of main library and High Demand Collection stock, ensuring they are easily accessible to readers.
  • Respond to queries regarding library and Reach Out service, maintaining a consistent level of customer service.
  • Contribute to administrative tasks supporting the work of the department, including lending service duties and user record management.
  • Actively support students and staff to use UofG Helpdesk to find information and log support requests.
  • Resolve common user issues within library guidelines and procedures, referring complex problems to senior colleagues as appropriate.
  • Participate in student engagement projects and promote the Reach Out ethos, brand, and service design principles across all Reach Out locations.
  • Undertake daily operational tasks, working at frontline service points or as part of roving Reach Out support in the library and other Reach Out buildings.
  • Deliver all support in cooperation with Facilities Support and other colleagues operating within Reach Out buildings to ensure seamless and consistent service levels.
  • Participate in the ongoing programme of stock maintenance, including regular shelf-checking and RFID tag security checks.
  • Actively contribute to planning and development of the Reach Out service through staff feedback sessions and informal feedback.
Requirements:
  • 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.
  • Excellent customer service skills, good communication and interpersonal skills, and a high standard of accuracy and attention to detail.
  • Good IT skills and the ability to respond to changing work priorities.
  • Previous work experience, experience of working in a team environment, and experience of engaging with the public.
  • Experience of dealing with customer records in compliance with the General Data Protection Regulation 2018.
What We Offer:
  • A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
  • A flexible approach to working.

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