Reach Out Student Ambassador

Reach Out Student 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/Skills/Experience**

**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.

**Planning and Organising**
Supporting Pop Up Stall users.
Ensure effective handover to colleagues across shift patterns.
Replenish / re-shelve stock.

**Decision making**
Work with other services across the University to resolve issues Service prioritisation (short term) Act as an ambassador for shift-left - encouraging and empowering users to resolve issues and find information themselves using UofG Helpdesk where appropriate.

**Internal/External Relationships**
Pop ups Using TEAMS to communicate with colleagues within cluster buildings to ensure timely resolution of issues
Engage with all customers and users of all Reach Out locations, including all staff of the University, students, SRC, Clubs and Societies, external visitors, general public and contractors.

**Problem solving**
Work with all colleagues in all Reach Out locations to ensure the building and services meet student and staff needs.
Continuously engage with students, using technological opportunities.
Use UofG Helpdesk to resolve customer enquiries, escalating to the next stage via a logged call when necessary.
Contribute to service development and review through regular staff feedback sessions and team meetings.

**Dimensions**
Reach Out is the simple, friendly way for students and staff to get