Reach Out Team Leader

**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 Responsibilities**
1. Provide clear and supportive management to the Reach Out teams, to ensure a customer-focused, proactive service to all users of the James McCune Smith Learning Hub and other cluster buildings.
2. Be visible, maintaining a high profile with all users and colleagues and 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. 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. Actively engage with representatives of all the services operating in the JMSLH as part of the JMSLH Operations Group and Reach Out Operations Group to identify key priorities and contribute to longer term service planning and development, and to ensure consistent service levels and an excellent customer experience.
5.Identify key data sets and feedback 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.
6. Be a champion for the Reach Out ethos with other Reach Out Team Leaders, 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.
7.Work with Student Communications and Events Manager, to ensure consistency of approach and adequate resourcing for pop-ups and student clubs and societies, using discretion to determine priorities and resolve issues.
8.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
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: Broad vocational experience, acquired through a combination of job-related vocational training and considerable on-the-job experience, demonstrating development through involvement in a series of progressively more demanding relevant work/roles.
Or: Scottish Credit and Qualification Framework level 8 (Scottish Vocational Qualification level 4, Higher National Diploma) or equivalent, and experience of personal development in a similar role.

**Skills**

**Essential**:

C1 Proven customer service skills.
C2 Management skills along with the ability to work with others and manage and develop the performance of team members.
C3 Good IT skills to use Microsoft packages and University of Glasgow Helpdesk to log calls and search Knowledgebase.
C4 Ability to identify service priorities in short and medium term in an extremely busy environment and allocate staff resource appropriately.
C5 Proven ability to resolve complex enquiries and share knowledge with team members to develop their knowledge and skills.
C6 Proven initiative and judgement to deal with challenging situations and achieve good outcomes.
C7 Proven commitment to continuous professional development to enhance own skills and knowledge.
C8 Proven ability to interpret operational requirements, including conceptualising and scoping future opportunities.
C9 Ability and passion to train colleagues to meet service expectations.
C10 Effective written and communication skills.

**Desirable**:

D1 Basic AVIT skills to support Technology Enabled Active Learning (TEAL) teaching across the cluster.
D2 Writing for the web / social media.

**Experience**

**Essential**:

E1 Experience of supervising and developing a team.
E2 Experience of motivating staff and managing performance.
E3 Customer service experience.
E4 Proven experience of resolving customer issues to a satisfactory outcome.
E5 Experience of contributing to service planning and development.
E6 Experience of, and ability to, understand, conceptualise and interpret operational and service requirements.

**Desirable**:

F1 Experience of using a call management or CRM system.
F2 Experience of recruitment and selection.
F3 Experience of using social media for service promotion and customer feedback.
F4 Experience of conducting performance development reviews.

**Terms and Conditions**