Reach Library Student Ambassador

Please note, this role is only open to current registered students of University of Glasgow and who are registered until at least May 2027

To provide first-class customer service to all users of the Reach Out service across the University campus, in person and virtually, as part of the Reach Out Library team.

1. Deliver friendly, customer-focused, proactive support to all users of the service and facilities - be visible, maintain a high profile with customers and staff and personally take action to resolve issues and deliver an excellent customer experience, in person and digitally, using UofG Helpdesk.

2. Follow established processes and standard instructions, working as part of the roving student ambassador team to monitor entry with reference to admission and membership policy. Assist with queue management and support correct use of the library entrance gates.

3. Distribute to the correct locations and re-shelve returned items of main library and High Demand Collection stock, according to subject class and call number, to enable readers to find them. On average, c100,000 books are returned to the library or handled for stock maintenance every year.

4. Participate in the ongoing programme of stock maintenance. Carry out regular shelf-checking to ensure that the stock is in the correct location and alerting the supervisor to any problems. Periodically check the security of the RFID tag on High Demand Collection items

5. Apply knowledge of library systems and procedures to actively support students and staff, using UofG Helpdesk to find information and log support requests, highlighting the opportunities for self-service 24/7. Follow established processes and guidelines to resolve common user issues, referring to senior colleagues as appropriate.

6. Carry a mobile device issued to you on duty for team communication and Reach Out support. Perform regular roving support duties including floor checks and reporting faults. Commitment to Health and Safety and to the Don't Walk By approach.

7. Undertake regular statistics and data collection relating to library services and infrastructure. Participate in ethnographic survey work and user experience data gathering as required.

8. Be an ambassador for the Reach Out ethos, brand and service design principles across all Reach Out locations by:

• Wearing a Reach Out lanyard and clothing (Tshirt/Sweatshirt) visibly at all timeswhile on duty.
• Participating in promotion and marketing of Reach Out.
• Participating in library orientation tours and supporting University Open Days and Welcome events.

9. Following training, assist with building evacuation procedures by providing fire warden support to the Facilities Support team.

10. Any other similar Reach Out duties, as directed by senior colleagues.

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post gained through working in a similar role or Scottish Credit and Qualification Framework level 4 in English (National
4) or equivalent, and experience of working in a similar role.

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.

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 Data Protection Regulation 2018.

F1 Experience of working in a library.

F2 Experience of taking groups…