Reach Out Library Front of House Team Leader

**Job Purpose**
Responsible for the day-to-day management and delivery of a first-class customer service to all users of the Reach Out Library Service, in person and digitally as part of the wider Reach Out Team.
Responsible for the effective delivery of frontline library services (including circulation, high demand requirements, banking, staff management) and online support, using detailed knowledge and experience to supervise and support the team to deliver service aims. Responsible for contributing to medium to long term service planning and enhancement for Reach Out across the University.

**Main Duties and Responsibilities**
1. Provide clear and supportive management to the Reach Out Library and IT teams to ensure a customer-focused, proactive service to all users of Reach Out Services across 7 days in the main University Library and other cluster buildings and virtually via UofG Helpdesk, phone and chat.
2. Be visible, maintaining a high profile with Reach Out colleagues and key partners in the university, personally taking action to resolve issues and deliver an excellent customer experience at the earliest possible point, in person and digitally.
3. Recruit, manage, train and develop Reach Out staff across all Reach Out locations, ensuring they have the right skills and training to deliver an excellent customer experience across 7 days. Manage performance through the University’s Performance and Development review process. Allocate and prioritise team workload, deploying available resources to achieve optimum efficiency in the short and medium term.
4. Proactively manage the Reach Out Library Weekend Team, ensuring staff are supported and have the right training, skills and knowledge to ensure a consistent experience for users across 7 days.
5. Manage and develop the information in UofG Helpdesk to support users of Library services, providing up-to-date, dynamic information which reflects changing user needs, enabling self-service and ensuring a simple, positive customer experience.
6. Responsible for management of the library’s corporate and other subscription memberships, building relationships with customer groups, managing customer data within the library management system and working closely with University Finance on the management of subscription fees, banking etc. Support the Head of Reach Out Library and IT in the management and administration of the SCONUL national reciprocal access scheme.
7. Responsible for active engagement with users, developing and implementing feedback programmes and channels to ensure continual customer and in-team review is embedded in all Reach Out services. Gather and analyse data, identifying and implementing quick wins and prepare reports to escalate longer-term priorities to Reach Out Management and other partner services, including Acquisitions and external bodies e.g., SCONUL.
9. Be a champion for the Reach Out ethos, branding and identity, working closely with other Reach Out Team Leaders to ensure 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. Work closely with key partners, e.g. Facilities, to ensure services are joined up. Use Microsoft Teams to communicate across teams/buildings and actively engage with staff.
10. Work with Student Communications and Events Managers to support and host pop-ups and other student activity, and to promote Reach Out Library and IT services and developments via social media, print and other digital channels throughout the year.
11. Following training, assist with building evacuation procedures by providing fire warden support to the Facilities Support team.

**Dimensions**
This post sits within the BRM and Engagement Directorate of Information Services. Reach Out consists of Library and IT frontline teams, James McCune Smith Learning Hub team, College Library Support Team, Student Services Enquiry Team and several Reach Out staff based at other campuses, including at Dumfries and at the Vet Campus.
The Reach Out Library Team is responsible for all front of house support, circulation processes, general enquiries, Interlibrary loans, membership, social media support, stock shelving, order and maintenance. We deliver front-line and roving support, at any location required, to c60k members - students, staff and a wide range of external members, including graduate members and corporate bodies. We process around a quarter of a million transactions per year across all circulation, support and enquiry avenues.
Reach Out is the simple, friendly way for students and staff to get help and support at the University of Glasgow. Reach Out teams work out of the main student-focused buildings across the University and are there to ensure people get the answers they need, when they need them. We are committed to excellent customer service and to making life simpler for our students and staff.

**Knowledge/Qualifications**

**Essential**