Customer Service Ambassador

4 weeks ago

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

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 all users of the Reach Out service across the University campus and virtually.

Main Responsibilities

• Deliver friendly, customer-focused, proactive support to all users of the service and facilities, 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.
• Distribute to the correct locations and re-shelve returned items of main library and High Demand Collection stock, according to subject class and call number, to enable readers to find them.
• Follow established processes and standard instructions to respond to queries regarding all aspects of library and Reach Out service, maintain a consistent level of customer service, advise on locating and accessing print and electronic resources, monitor entry with reference to admission and membership policy, contribute to administrative tasks supporting the work of the department, undertake lending service duties as required, and 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, and refer complex problems to senior colleagues as appropriate.
• Be an ambassador for the Reach Out ethos, brand, and service design principles across all Reach Out locations, participate in student engagement projects as required, and apply knowledge of library systems and procedures and be responsible for daily operational tasks.
• Undertake small daily orientation tours, participate in promotion and marketing of information services on behalf of Reach Out Library and other relevant services, and 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.
• Participate in the ongoing programme of stock maintenance for all areas under our control, carry out regular shelf-checking to ensure that the stock is in the correct location, and alert the supervisor to any problems.
• Actively contribute to planning and development of the Reach Out service through planned staff feedback sessions and informally via service managers.
• Following training, assist with building evacuation procedures by providing fire warden support to the Facilities Support team.

Requirements

• 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.
• Excellent customer service skills, good communication and interpersonal skills (written & oral), high standard of accuracy and attention to detail, good IT skills, and ability to respond to changing work priorities.
• Previous work experience, experience of working in a team environment, experience of engaging with the public, and experience of dealing with customer records in compliance with the General Data Protection Regulation 2018.
• Desirable experience of working in a library, taking groups on tours, and using social media.

Benefits

As a valued member of our team, you can expect a warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared. You will also benefit from a flexible approach to working and a competitive salary of £21,900 - £22,681 per annum.

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