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Reach Out Library Ambassador Role Purpose To provide first-class customer service to all users of the Reach Out service across theUniversity campus and virtually, as part of the Reach Out team. To participate in a range of daily enquiry/lending/document delivery procedures within thelibrary, 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 andfacilities – be visible, maintaining a high profile with customers and staff and personallytaking action to resolve issues and deliver an excellent customer experience in personand 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 andHigh Demand Collection stock, according to subject class and call number, to enablereaders to find them. On average, c500,000 books are returned to the library orhandled 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.• Monitor entry with reference to admission and membership policy.• Contribute to the administrative tasks supporting the work of thedepartment.• 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 findinformation and log support requests, highlighting the opportunities for self-service 24/7. 4. Resolve common user issues, within library guidelines and procedures, and refercomplex 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. Participate in student engagement projects as required. 6. Apply knowledge of library systems and procedures and be responsible for dailyoperational tasks – working at frontline service points or as part of roving ReachOut support in the library and other Reach Out buildings as required. 7. Undertake small daily orientation tours as well as at University Open Days and atother times throughout the year. Participate in promotion and marketing ofinformation services on behalf of Reach Out Library and other relevant services.This could include wearing t-shirts to promote service and staffing informationstalls at events. 8. Deliver all support in cooperation with Facilities Support and other colleaguesoperating within Reach Out buildings to ensure seamless and consistent servicelevels and an excellent customer experience, working in-person and via MSTeams. 9. To participate in the ongoing programme of stock maintenance for all areas underour control - To carry out regular shelf-checking to ensure that the stock is in thecorrect location and alerting the supervisor to any problems. Periodically check thesecurity of the RFID tag on High Demand Collection items 10. Actively contribute to planning and development of the Reach Out service throughplanned staff feedback sessions and informally via service managers. 11. Following training, assisting with building evacuation procedures by providing firewarden 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 withthis level of post gained through working in a similar role or Scottish Credit andQualification Framework level 4 in English (National 4) or equivalent, and experience ofworking 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 DataProtection 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. This post is full time and open ended. 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. 3 A flexible approach to working.
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