Overview
Please note: This vacancy is open to current University of Glasgow employees only.
Job Purpose
To support the delivery of first-class customer service to all users of the Library as part of the Reach Out team. To deliver a range of administrative and customer services assistance to the Reach Out Library team supervisors in support of frontline library services (lending, general enquiries, inter-library loans).
Main Duties and Responsibilities
* Friendly, customer-focused, proactive support to all users of the Library and other cluster buildings – be visible, maintaining a high profile with customers and staff and seeking to resolve issues, referring to supervisors when needed, assisting to deliver an excellent customer experience in person and digitally.
* Use judgement and knowledge of library policy and procedure to resolve issues, largely without reference to others, to provide an effective customer service.
* Process the accurate recording and banking of all monies received using Agresso. Utilise WorldPay to create an online payment solution for fees and charges. Report issues to the Reach Out Library Front of House Team Leader.
* Use the Library Management System (Innovative Sierra) to prepare standard reports of circulation and patron data, as directed by Reach Out team supervisors.
* Liaise with Reach Out Library team supervisors to support the day-to-day running of the department; produce rotas, allocate work as directed, ensuring an effective customer service to all users.
* Monitor communication channels, such as Microsoft Teams, UofGHelpdesk and social media, answering queries and referring to relevant Reach Out colleagues in other cluster buildings to provide clear advice and support.
* Use established processes to produce long overdue recovery letters, ensuring accurate record keeping and information security.
* Assist with Reach Out team training and participate in the regular review of training and support materials, such as UofGHelpdesk KnowledgeBase and the Reach Out baseline.
* Supervise the team as directed by the Reach Out team supervisors and assist with department housekeeping and staffing tasks.
* Undertake any other routine duties as directed by the Reach Out team supervisors.
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.
* A2 Understanding of relevant library policies/procedures/systems.
* A3 Knowledge of Library Management System software.
Skills
Essential:
* C1 Excellent communication and interpersonal skills (written and oral).
* C2 Ability to work independently and as part of a team.
* C3 Well developed skills to deal with challenging situations and achieve good outcomes.
* C4 Strong IT skills.
* C5 Attention to detail and the ability to work to a high level of accuracy in all work undertaken.
* C6 Ability to plan and prioritise own work and that of a team.
* C7 Ability to react to changing issues/priorities as they arise.
Experience
Essential:
* E1 Experience of working in a frontline team environment.
* E2 Experience of working with records of personal data.
Desirable:
* F1 Experience of cash handling.
* F2 Previous supervisory experience.
Terms and Conditions
Salary will be Grade 4, £24,685 - £26,707 per annum.
This post is full time (35 hours per week) and open ended. There are two posts available working either Monday to Friday 8am-4pm or Monday to Friday 12pm-8pm.
As a valued member of our team, you can expect:
* A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
* An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension, benefits and discount packages.
* A flexible approach to working.
* A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University.
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.
We endorse the principles of Athena Swan 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 for more information.
For any informal enquiries, please contact Mr Edward Napier, Edward.Napier@glasgow.ac.uk
Closing Date: 09 November 2025 at 23:45.
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