Reach Out Ambassador

Job Purpose

As a Reach Out Ambassador you will 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. Furthermore, you will 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/Qualification

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.

E4 Experience of dealing with customer records in compliance with the 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 and Conditions

Salary will be Grade 3, £21,900 – £22,681 per annum pro rata.

This post is part-time (22 hours per week), and open ended (permanent). Shift pattern is Monday to Thursday 0800-1400 (30min unpaid break each shift)

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension – pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information