Job Purpose
To provide first-class customer service to all users of the James McCune Smith Learning Hub and other cluster buildings as part of the Reach Out team. 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 James McCune Smith Learning Hub and other cluster buildings - 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.
2. Supervise, train and support Reach Out Ambassadors to deliver a first-class Reach Out service to all users of the JMSLH and other cluster buildings, identifying operational priorities on a day-to-day basis, allocating tasks where appropriate and monitoring progress and performance.
3. 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.
4. Ensure all staff working within the JMLSH 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.
5. Support the JMSLH Manager and Reach Out Team Leaders to ensure consistency of approach and adequate resourcing for pop-ups and student clubs and societies, using discretion to determine priorities and resolve issues.
6. Deliver tours of the JMSLH and other cluster buildings to colleagues from within the University, students, and to external visitors as agreed with the JMSLH Manager.
7. Deliver all Reach Out activity in cooperation with Facilities Support and other colleagues operating within JMSLH and other cluster buildings to ensure seamless and consistent service levels and an excellent customer experience.
8. Actively contribute to planning and development of the Reach Out service through regular discussions with Reach Out Managers and planned staff feedback sessions. Identify key trends and opportunities for service enhancement.
9. Following training, assist with building evacuation procedures by providing fire warden support to the Facilities Support team.
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 Ability to supervise, work well as part of a team and allocate tasks according to business need.
C3 IT skills to use basic Microsoft packages and University of Glasgow Helpdesk to log calls and search Knowledgebase.
C4 Ability to identify service priorities at short notice in an extremely busy environment and allocate tasks to teams to deliver excellent service.
C5 Ability to resolve complex enquiries and share knowledge with team members to develop their knowledge and skills.
C6 Proven initiative and judgement to resolve operational issues and problems independently and escalate where appropriate.
C7 Proven commitment to continuous professional development to enhance own skills and knowledge.
C8 Willingness to train colleagues to meet service expectations.
Desirable:
D1 Basic AVIT skills to support Technology Enabled Active Learning (TEAL) teaching across the cluster.
Experience
Essential:
E1 Experience of delivering customer service face to face and digitally or by telephone.
E2 Proven experience of resolving customer issues to a satisfactory outcome.
E3 Experience of managing own workload and prioritising in a busy environment.
Desirable:
F1 Experience of supervising a team.
F2 Experience of using a call management or CRM system.
F3 Experience of performance management and review.
Terms and Conditions
Salary will be Grade 5, £24,715 - £28,929 per annum pro rata.
This post is part-time (16.5 hours per week), and open ended.
Shift pattern – Sunday 1-8pm, Monday and Tuesday 2.30-8pm
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.