Join to apply for the Reach Out Senior Ambassador role at University of Glasgow.
Posted 30 October 2025 • Salary Grade 4, £24,685 - £26,707 per annum • Location: Glasgow • Reference: 185577 • Expiry: 09 November 2025 23:45.
Job Purpose
To support the delivery of first‑class customer service to all users of the Library as part of the Reach Out team.
Responsibilities
* Friendly, customer‑focused, proactive support to all users of the Library and other cluster buildings – be visible, maintain a high profile, resolve issues, refer to supervisors when needed, deliver excellent customer experience in person and digitally.
* Use judgement and knowledge of library policy and procedure to resolve issues largely without reference to others.
* Process accurate recording and banking of all monies received using Agresso; utilise WorldPay to create online payment solution for fees and charges; report issues to Reach Out Library Front of House Team Leader.
* Use 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 day‑to‑day running of the department; produce rotas, allocate work as directed, ensuring effective customer service to all users.
* Monitor communication channels (Microsoft Teams, UofGHelpdesk, social media), answer queries and refer to relevant Reach Out colleagues in other cluster buildings to provide clear advice and support.
* Use established processes to produce long overdue recover letters, ensuring accurate record keeping and information security.
* Assist with Reach Out team training and participate in regular review of training and support materials (UofGHelpdesk KnowledgeBase, Reach Out baseline).
* Supervise the team as directed; assist with department housekeeping and staffing tasks.
* Undertake any other routine duties as directed by the Reach Out team supervisors.
Qualifications
* Essential: Ability to demonstrate required competencies; Scottish Credit and Qualification Framework level 7 or equivalent, and experience of personal development in similar role; Understanding of relevant library policies/procedures/systems; Knowledge of Library Management System software.
* Skills: Excellent communication and interpersonal skills; ability to work independently and as part of a team; well‑developed skills to deal with challenging situations; strong IT skills; attention to detail; ability to plan and prioritise work; ability to react to changing issues/priorities.
* Experience: Experience working in a frontline team environment; experience with records of personal data.
* Desirable: Experience of cash handling; previous supervisory experience.
Terms & Conditions
* Salary: Grade 4, £24,685 - £26,707 per annum.
* Full‑time (35 hours per week), open ended.
* Working hours: Monday – Friday 8am‑4pm or 12pm‑8pm.
Benefits
* Warm welcoming and engaging organisational culture.
* Excellent employment package with generous terms: 41 days leave, pension, benefits, discount packages.
* Flexible approach to working.
* Commitment to health and wellbeing, including free 6‑month UofG Sport membership for new staff.
Equality, Diversity and Inclusion
Equality, diversity and inclusion are at the heart of our values. Applications are especially welcome from people from the Black, Asian and Minority Ethnic (BAME) community and other protected characteristics who are under‑represented within the University.
How to Apply
Email: Edward.Napier@glasgow.ac.uk. For more details see https://www.gla.ac.uk/explore/jobs/.
Closing Date
09 November 2025 at 23:45.
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