Job Purpose

To provide first-class customer service to all users of the Library and other cluster buildings as part of the Reach Out team.

To deliver a range of frontline library services (lending, general enquiries, inter-library loans, social media) and online support, using detailed knowledge and experience to supervise and support the team to deliver service aims.

To provide supervisory support to the Reach Out Ambassadors and to work with Reach Out managers and other service managers on operational planning and prioritisation.

Main Duties and Responsibilities

1. Friendly, customer-focused, proactive support to all users of the Library and other Reach Out cluster buildings – be visible, maintaining a high profile with users and staff and personally taking action to resolve issues and deliver an excellent customer experience in person and digitally.

2. Use specialist knowledge and experience of Library policies and resources to advise, inform and support staff in the delivery of first-class frontline, roving and online library and Reach Out services. Apply library regulations relating to admission, circulation and conduct.

3. Supervise, train and support the Reach Out weekend team to deliver a first-class Reach Out service to all users of the Library and other cluster buildings, identifying operational priorities on shift, allocating tasks where appropriate and monitoring progress and performance.

4. Utilise the Library Management System to ensure effective circulation procedures. Work with the UofG Helpdesk and MS Teams to respond to enquiries and for communication. Use the CMS membership database and financial systems, always ensuring reference to library policy, data protection guidelines and information security parameters.

5. Be a champion for the Reach Out ethos, 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.

6. Support the Reach Out Team Leader and collaborate with fellow Reach Out supervisors to ensure consistency of approach, using discretion to determine priorities and resolve issues. Implement service changes and provide training and support. Identify key trends and opportunities for service enhancement.

7. Deliver high quality Library tours and participate in University Open Days and other events. Provide information and support for prospective students at these events and promote the Reach Out service. Support the weekend team to participate in student engagement projects, as required.

8. Ensure excellent customer service provision, resolving contentious issues and solving problems where possible, escalating to managers when appropriate. Undertake any other tasks as directed by Reach Out Managers.

9. Deliver all Reach Out activity in cooperation with the Facilities team and other colleagues operating within the Library and other cluster buildings, to ensure seamless and consistent service levels and an excellent customer experience.

10. Ensure all staff working within the Library adopt a Don’t Walk By approach to health and safety and a proactive approach to keeping the building tidy and in good condition for users. Following training, assist with building evacuation procedures by providing fire warden support to the Facilities team.

11. Support the administration of staffing rotas, sickness and leave procedures. Actively contribute to planning and development of the Reach Out service through regular discussions with Reach Out Managers and planned feedback sessions.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. Or: Scottish Credit and Qualification Framework level 7 (Higher / Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent, and experience of personal development in a similar role.

Skills

Essential:  

C1 Proven customer service skills.

C2 Good IT skills to use basic Microsoft packages and University of Glasgow Helpdesk to log calls and search Knowledgebase.

C3 Ability to supervise, work well as part of a team and allocate tasks according to business need.

C4 Excellent verbal and written communication.

C5 Ability to deal with challenging situations and achieve good outcomes, sharing knowledge with team members to develop their knowledge and skills.

C6 Well-developed analytical and problem solving skills.

C7 Ability to plan and prioritise own work and that of a team using initiative and judgement to resolve operational issues and problems independently.

C8 Proven commitment to continuous professional development to enhance own skills and knowledge.

Experience

Essential:  

E1 Experience of delivering excellent customer service face to face and digitally or by telephone.

E2 Experience of supervising a team including performance management and review, and motivating staff.

E3 Proven experience of successful collaborative working.

E4 Experience of delivering staff and/or user training.

E5 Experience of using social media in a work environment to support customer service.

E6 Experience of dealing with customer records in compliance with the General Data Protection Regulation 2018.

Desirable:  

F1 Knowledge of Library policies, procedures and resources.

F2 Experience of using a call management or CRM system.

F3 Experience of providing tours.

F4 Experience of cash handling.

Terms and Conditions

Salary will be Grade 5, £26,038 - £30,505 per annum pro rata.

This post is part-time (7 hours per week), and open ended. Shift is Saturday 12.00 – 20.00 (inc 1 hour unpaid break).

Closing date: 18 March 2025 @ 23.45