Reach Out Library Ambassador

at  University of Glasgow

ROLE PURPOSE

To provide first-class customer service to all users of the Reach Out service across the University campus and virtually, as part of the Reach Out team.
To participate in a range of daily enquiry/lending/document delivery procedures within the library, 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 and facilities – 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, using UofG Helpdesk, by phone and via other digital channels.

2. 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, c500,000 books are returned to the library or handled 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 the department.
• 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 find information and log support requests, highlighting the opportunities for self- service 24/7.

1. Resolve common user issues, within library guidelines and procedures, and refer complex problems to senior colleagues as appropriate.
2. 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.
3. Apply knowledge of library systems and procedures and be responsible for daily operational tasks – working at frontline service points or as part of roving Reach Out support in the library and other Reach Out buildings as required.
4. Undertake small daily orientation tours as well as at University Open Days and at other times throughout the year. Participate in promotion and marketing of information services on behalf of Reach Out Library and other relevant services. This could include wearing t-shirts to promote service and staffing information stalls at events.
5. Deliver all support in cooperation with Facilities Support and other colleagues operating within Reach Out buildings to ensure seamless and consistent service levels and an excellent customer experience, working in-person and via MS Teams.
6. To participate in the ongoing programme of stock maintenance for all areas under our control - To 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.
7. Actively contribute to planning and development of the Reach Out service through planned staff feedback sessions and informally via service managers.
8. Following training, assisting with building evacuation procedures by providing fire warden support to the Facilities Support team.