Reach Out Ambassador

Reach Out Ambassador

**Job purpose**
To 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. To resolve customer enquiries at first point of contact, either in person or digitally, working with colleagues in other services to provide seamless support.

**Main duties and responsibilities**
1. Deliver friendly, customer-focused, proactive support to all users of the service and facilities - be visible, 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, using UofG Helpdesk.
2. Delivering full range of support across all Reach Out activity, providing access to services and advice for students, and supporting teaching staff in TEAL spaces, underpinned by a commitment to resolving issues at the earliest possible point.
3. Actively support students and staff to use UofG Helpdesk to find information and log support requests, highlighting the opportunities for self-service 24/7.
4. Be an ambassador for the Reach Out ethos, brand and service design principles across all Reach Out locations.
5. Physical environment - keeping the buildings clean, organised and in good condition.
6. Commitment to Health and Safety and to the Don’t Walk By approach.
7. Working to support student clubs and societies and working with students and SRC under direction from Reach Out leaders Deliver tours of the main Reach Out buildings to colleagues from within the University, students, and to external visitors as agreed with the Reach Out managers.
8. 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.
9. Actively contribute to planning and development of the Reach Out service through planned staff feedback sessions and informally via service managers.
10. Following training, assisting with building evacuation procedures by providing fire warden support to the Facilities Support team.
11. Replenish or move stock as required.

**Knowledge/ Qualifications**

**Essential**
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, and experience of working in a similar role.

**Skills**

**Essential**
C1 A proactive, flexible and enthusiastic approach to work.
C2 Excellent customer service skills.
C3 IT skills to use basic Microsoft packages and University of Glasgow Helpdesk to log calls and search Knowledgebase.
C4 Planning and organising of own workload with the ability to respond to changing work priorities.
C5 Ability to make decisions on resolving enquiries.
C6 Willingness to develop and enhance own skills and knowledge by participating in training to acquire additional skills and broaden knowledge.
C7 Good communication and interpersonal skills (written & oral).
C8 High standard of accuracy and attention to detail. Basic manual handling skills.

**Experience**

**Essential**
E1 Previous work experience.
E2 Experience of working in a team environment.
E3 Experience of engaging with the public. Experience of dealing with customer records in compliance with the
E4 General Data Protection Regulation 2018.

**Desirable**
F1 Customer Service Experience. Experience of using a call management or CRM system.
F2 Experience of taking groups on tours.
F3 Experience of using social media.

**Terms & Conditions**
Salary will be on the Management, Professional and Administrative Grade, level 3, £19,578 - £21,197 per annum, pro rata.
This post is offered on a part time (15 hours p/w), open-ended basis. The shifts are:

Thursday 08.00 - 14.00
Friday 08.00 - 14.00
Sunday 08.00 - 12.15
New entrants to the University will be required to serve a probationary period of 6 months.
It is the University of Glasgow’s mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.
We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equity.
The University of Glasgow, charity number SC004401.