Reach Out Library Ambassador

Role Purpose

As a Reach Out Library 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 participate in a range of daily enquiry/lending/document delivery procedures within the library, supporting the work of the Reach Out Library team.

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, by phone and via other digital channels.

2. Distribute to the correct locations and re-shelve returned items of main library and High Demand Collection stock, according to subject class and call number, to enable readers to find them. On average, c500,000 books are returned to the library or handled for stock maintenance every year.

3. Follow established processes and standard instructions to:

– Respond to queries regarding all aspects of library and Reach Out service, maintaining a consistent level of customer service.

– Advise on locating and accessing print and electronic resources

– Contribute to the administrative tasks supporting the work of the department.

– Undertake lending service duties as required: loan, renew and return items, and provide information on user records.

– 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. Resolve common user issues, within library guidelines and procedures, and refer complex problems to senior colleagues as appropriate.

5. Be an ambassador for the Reach Out ethos, brand and service design principles across all Reach Out locations.

6. Apply knowledge of library systems and procedures and be responsible for daily operational tasks – working at frontline service points or as part of roving Reach Out support in the library and other Reach Out buildings as required.

7. Undertake small weekly orientation tours as well as at University Open Days and at other times throughout the year. Participate in promotion and marketing of information services on behalf of Reach Out Library and other relevant services. This could include wearing t-shirts to promote service and staffing information stalls at events.

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, working in-person and via MS Teams.

9. To participate in the ongoing programme of stock maintenance for all areas under our control – To carry out regular shelf-checking to ensure that the stock is in the correct location and alerting the supervisor to any problems. Periodically check the security of the RFID tag on High Demand Collection items

10. Actively contribute to planning and development of the Reach Out service through planned staff feedback sessions and informally via service managers.

11. Following training, assisting with building evacuation procedures by providing fire warden support to the Facilities Support team.

Knowledge, Qualifications, Skills and 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. Excellent customer service skills

C2. Good communication and interpersonal skills (written & oral)

C3. High standard of accuracy and attention to detail

C4. Good IT skills

C5. Ability to respond to changing work priorities

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. Experience of working in a library

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 (3 hours per week), and open ended (permanent).

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.